Customer Service Tracing Advisor

About the Role

This position is focused on delivering accurate and professional track-and-trace support across customers and the DHL network. The aim is to resolve shipment and service issues efficiently, meet or exceed trace and service performance targets, and reduce customer frustration through effective recovery actions.

DHL describes itself as a highly international logistics business that connects people and markets across the world. In this role, you would contribute to that mission by helping customers get clear answers and timely resolutions.

Key Responsibilities

• Support the Customer Service Supervisor (Backline) with orientation and on-the-job coaching for newly recruited customer service assistants.
• Investigate shipment cases involving missing, delayed, returned, misrouted, damaged, or otherwise undelivered parcels and provide complete tracing support.
• Process all trace requests in line with the company’s service procedures and response standards.
• Deliver strong customer care by addressing individual customer needs while following DHL policies.
• Answer customer questions related to pricing and customs-related requirements.
• Work with Operations and other internal teams to resolve service recovery issues.
• Handle customer complaints calmly and confidently, taking the appropriate steps to resolve concerns without making unrealistic promises.
• Take over excess calls from the Frontline team when needed.
• Follow established customer service manuals and procedures while using sound judgment and flexibility during trace handling.
• Manage objections professionally to rebuild customer trust and reduce escalation or claims.
• Identify process, technology, and service improvements and suggest practical solutions to improve customer experience.

Skills and Qualifications

• Excellent telephone handling ability.
• Strong conflict resolution capability.
• Good familiarity with telephone and order-booking systems is preferred.
• Excellent spoken and written communication.
• Strong negotiation and interpersonal skills.
• Proven experience in customer relationship handling.
• Good understanding of customer service and operations.
• Alertness and quick thinking.
• Confidence and assertiveness.
• Geographical awareness.
• Prior experience in call centers.

Experience and Education

A university degree is required. The preferred background includes at least 2 years of experience in a customer contact centre or telesales role within a service industry, along with exposure to a customer relations environment.

Additional Information

This is a full-time, onsite position in Addis Ababa, Ethiopia.