Customer Service Agent Email Support Front Office

About the role

DHL Group is looking for a dedicated Customer Service Agent to provide email support for its global customers, with a focus on the German‑speaking market. You will handle shipment‑related inquiries, resolve issues, and keep accurate records in our CRM system while using translation tools to ensure clear communication.

Key responsibilities

• Respond to customer emails promptly and professionally.
• Resolve shipment issues and provide status updates.
• Escalate complex cases to the appropriate department.
• Maintain high customer‑satisfaction scores and meet response‑time targets.
• Use translation tools to communicate accurately in German and other languages.
• Document all interactions in the CRM, update customer profiles, and keep detailed case notes.
• Verify shipment details, handle disputes, and ensure GDPR compliance.

Required profile

• Minimum Bachelor’s degree (preferred).
• 3–4 years of email‑based customer service experience.
• Experience in a fast‑paced, high‑volume environment.
• Strong written English with professional tone.
• Problem‑solving ability, attention to detail, and effective time management.
• Customer‑focused mindset and ability to work with international clients.

Required skills

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