Customer Service Agent – Email Support (German Market)

About the role

We are looking for a Customer Service Agent to provide email support to DHL’s global customers, focusing on the German‑speaking market. The role involves handling shipment inquiries, resolving issues, and documenting interactions in our CRM system.

Key responsibilities

• Respond to customer emails promptly and professionally.
• Resolve shipment‑related questions and disputes.
• Escalate complex cases to relevant departments.
• Maintain high customer satisfaction and meet response‑time targets.
• Use translation tools to ensure accurate, culturally appropriate communication in German.
• Record all interactions, update customer profiles, and track case resolution in the CRM.
• Verify shipment details and provide status updates.
• Ensure compliance with European data‑protection regulations.

Required profile

• Minimum Bachelor’s degree (preferred).
• 3‑4 years of email‑based customer service experience.
• Experience in a fast‑paced, high‑volume environment.
• Ability to manage multiple cases and prioritize effectively.
• Strong written English; German language skills are a plus.
• Commitment to delivering excellent customer service.

Required skills

• CRM platforms such as Salesforce or HubSpot.
• Translation tools like Google Translate or DeepL.
• Microsoft Office Suite.
• Google Workspace.
• Email management and ticketing systems.