DHL Express is hiring a Bilingual Contact Centre Advisor at their Brampton, Ontario facility. This customer-facing role handles inbound customer interactions across phone, chat, and email channels.
Shift: Monday to Friday, 11am to 7pm EST
Wage: $23.76/hour, increasing as per the Collective Bargaining Agreement (CBA)
Location: 18 Parkshore Drive, Brampton ON, L6T 5M1
Duties and Responsibilities Respond to all incoming call, chat, and email interactions within grade of service targets; maintain AHT and quality target of 90%
Handle 3 chats simultaneously while researching various in-house applications and documenting inquiries
Provide professional and timely responses to customer inquiries on shipment status, ensuring service failures are minimal
Gather and provide information on shipment status, address changes, proof of delivery
Book pick-up calls using the automated dispatch system and provide rates for quoted and tariff customers
Keep the customer informed and updated throughout the resolution process
Respond to customer inquiries quickly, directly, and concisely to drive NPA score
Recognize tone, acknowledge frustration or anger, demonstrate empathy, and support the customer
Upsell and generate sales leads to meet monthly targets




Adhere to all applicable call flow processes and quality assurance requirements
Minimum Qualifications Experience in Call Centre Customer Service
Ability to manage 3 chats concurrently
Robust multi-tasker and team player with high energy level
Ability to effectively handle difficult customers
Proven customer service and interpersonal skills
Proven decision making and problem solving skills
Excellent telephone mannerisms and written communication
Working knowledge of Canadian geography
Proven ability to work under pressure
Must have high speed internet connection with a minimum of 50 Mbps upload speed
Working knowledge of Windows-based PC programs (MS Office – Word/Excel)
Typing speed – minimum 38 WPM and 90% accuracy
Multi-tasking ability using digital systems – minimum 2/3 simulation tasks
Experience in call centre customer service, bilingual (English and French), ability to manage 3 concurrent chats, typing speed minimum 38 WPM with 90% accuracy, working knowledge of MS Office and Windows-based PC programs, high-speed internet with minimum 50 Mbps upload speed

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