Customer Service Agent (Email Support – German Market)

About the role

We are looking for a Customer Service Agent to provide email support for DHL’s global customers, focusing on the German‑speaking market. The role involves handling shipment‑related inquiries, resolving issues, and ensuring a high level of customer satisfaction.

Key responsibilities

• Respond to customer emails promptly and professionally.
• Resolve shipment issues and provide status updates.
• Escalate complex cases to the appropriate department.
• Maintain accurate records of all interactions in the CRM system.
• Update customer profiles and case notes.
• Use translation tools to communicate effectively in German and English.
• Verify shipment details and ensure GDPR compliance.

Required profile

• 3–4 years of email‑based customer service experience.
• Experience in a fast‑paced, high‑volume environment.
• Ability to work with international customers.
• Bilingual proficiency in German and English.
• Strong written communication and problem‑solving skills.

Required skills

• Proficiency with CRM platforms such as Salesforce or HubSpot.
• Experience using translation tools (Google Translate, DeepL).
• Competence with Microsoft Office Suite or Google Workspace.
• Familiarity with email management and ticketing systems.