Global Care Specialist: Tracing & Support

IT’S NOT JUST AN OPPORTUNITY TO GET ON THE CAREER LADDER. IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER Why do people call us the world’s most international company? Is it because we operate in more countries than any other logistics provider? Is it because we invented cross border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world.

And the more we can connect people, the better life on earth becomes.

We love our role in the world. And we’re looking for the right people to help us maintain - and grow it.
People like you.

Ready to Lead and Win? Become Our Customer Care Executive (Tracing)

Reports to: Contact Centre Supervisor

This role puts you at the heart of the customer experience. As a Customer Service Advisor, you will be the trusted point of contact for customers, helping to resolve shipment issues, provide accurate guidance, and ensure every interaction strengthens the DHL brand. You'll combine problem-solving, relationship-building, and operational excellence to deliver world-class service every day.

• Act as an ICCC ambassador, creating a positive first impression of the DHL brand and proactively assisting customers with their needs.
• Adhere to Centre of Excellence (COE) standards and guidelines to ensure high-quality and efficient service delivery.
• Support and embrace change initiatives that enhance business competitiveness and customer experience.
• Demonstrate expert customer service skills and contribute positively to team success.
• Provide comprehensive tracing services by investigating shipment incidents including delays, losses, damages, returns, and routing issues.
• Update SPARK cases and tasks accurately, detailing next steps, timelines, and customer follow-up commitments.
• Escalate outstanding traces according to Global Tracing Procedures and ensure timely resolution aligned with customer expectations and NTP standards.
• Ensure all lost or damaged shipments are logged on SID and correctly recorded within SPARK.
• Support frontline operations by handling overflow customer calls as required.
• Identify and promote value-added services including Shipment Insurance, Extended Liability, Time Definite Express, and sales lead opportunities.
• Approve customer discounts in line with company policies while considering business profitability.
• Provide accurate and confident information regarding customs requirements, transit times, DHL services, and quotations.
• Deliver exceptional customer experiences through professionalism, empathy, and effective communication.
• Collaborate with Operations and internal departments to achieve quick and effective issue resolution.
• Identify opportunities for process, technology, and service improvements to enhance the customer experience.
• Apply Global Customer Service procedures while exercising sound judgement and flexibility where appropriate.
• Champion DHL's "Best Day Every Day" philosophy by demonstrating Speed, Can Do, Right First Time, and Passion.
• Maintain adherence to schedules and AUX code requirements.
• Support additional departmental responsibilities as required to ensure operational effectiveness and compliance with network standards.

• NSC Matric Certificate (required).
• Degree, Diploma, or NQF equivalent qualification (advantageous).
• Minimum 2 years' experience in a Customer Contact Centre or Telesales environment within a service-related industry (courier industry preferred).
• Experience managing customer interactions across non-voice channels such as email, live chat, and social media will be advantageous.
• DHL network knowledge would be beneficial.
• Strong telephone etiquette, conflict resolution, negotiation, problem-solving, and interpersonal skills
• Intermediate computer literacy with the ability to effectively navigate customer service and shipment tracking systems.
• Ability to perform effectively in a fast-paced, high-pressure environment.
• Excellent communication skills in Business English, both written and verbal.

Because at DHL, we don't just move shipments, we connect people and improve lives. You'll be part of a global organisation that values innovation, collaboration, diversity, and continuous learning. Here, your contribution matters, your development is supported, and your career can go further than you ever imagined.

We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills, and experience.