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 qualified 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
- Strong 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

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