DHL Express is looking for a Bilingual Contact Centre Advisor to join their omni-channel contact centre team in Winnipeg, Manitoba . As an Omni-Channel Advisor, you will play a key role in delivering DHL's purpose — Connecting People & Improving Lives — by ensuring consistency in quality service across all inbound customer touch points including call, chat, and email.

Shift: Monday to Friday, 8am to 4pm CST
Wage: $23.94/hour, increasing as per the Collective Bargaining Agreement (CBA)

Duties and Responsibilities

- Respond to all incoming call, chat, and email interactions within grade of service targets; maintain AHT (Average Handling Time) and quality target of 90%
- Handle 3 chats concurrently while researching internal applications and documenting inquiries
- Provide professional and timely responses to customer inquiries on shipment status
- Gather and relay information on shipment status, address changes, proof of delivery, and file completion details
- Book pick-up calls using the automated dispatch system and provide rates for quoted and tariff customers
- Keep customers informed and updated throughout the resolution process
- Respond to inquiries quickly, directly, and concisely to drive NPA (Net Promoter Approach) scores
- Recognize tone, demonstrate empathy, and alleviate customer frustration professionally




- Probe for value-added service/upselling and sales lead generation to meet monthly targets
- Adhere to all applicable call flow processes and quality assurance requirements

Minimum Qualifications

- Experience in call centre customer service
- Bilingual proficiency (English and French)
- Ability to manage 3 chats concurrently
- Strong multi-tasker and team player with high energy level
- Proven customer service and interpersonal skills
- Proven decision making and problem solving skills
- Excellent telephone mannerisms and written communication including grammar
- Working knowledge of Canadian geography
- Proven ability to work under pressure

Technical Skills

- Working knowledge of Windows-based PC programs (MS Office – Word/Excel)
- Demonstrated computer literacy
- Typing speed: minimum 38 WPM with 90% accuracy
- Multi-tasking ability using digital systems (minimum 2/3 simulation tasks)

Working Conditions

- Must have high-speed internet with minimum 50 Mbps upload speed
- Must be able to sit for extended periods

Experience in call centre customer service; bilingual in English and French; ability to manage 3 concurrent chats; robust multi-tasking and communication skills; working knowledge of Canadian geography; typing speed minimum 38 WPM at 90% accuracy; computer literacy including MS Office.

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📌 Bilingual Contact Centre Advisor (Winnipeg)
🏢 DHL Express
📍 Winnipeg