Bilingual Contact Centre Advisor – DHL – Brampton, ON

DHL Express — the world’s #1 Express Delivery and Logistics Company — is hiring a Bilingual Contact Centre Advisor at their Brampton, Ontario facility. This is a customer-facing role that sits at the heart of DHL’s mission: Connecting People & Improving Lives. If you’re fluent in both official languages and thrive in a high-energy, multi-channel support environment, this posting deserves your attention.

Working Monday to Friday, 11am to 7pm EST, you’ll be the voice — and the keyboard — behind DHL’s inbound customer experience, handling calls, live chats, and emails simultaneously. It’s a role that rewards sharp communicators who can stay calm, think fast, and make every customer feel genuinely supported.

About the Role: Bilingual Contact Centre Advisor

As a Contact Centre Advisor, you’ll manage inbound customer interactions across three channels — phone, chat, and email — all while navigating multiple internal systems. From tracking down shipment status updates to booking pick-up calls through DHL’s automated dispatch system, your days will be varied and fast-moving. You’ll also be responsible for identifying upselling opportunities and contributing to monthly sales lead generation targets.

This position operates within a structured, KPI-driven environment where quality assurance, average handling time, and customer satisfaction scores all matter. You’ll be expected to follow DHL’s call flow processes consistently while still bringing genuine personality and empathy to every customer interaction. Teamwork, accountability, and professionalism are essential on the floor.

Benefits and Salary

This role offers a starting wage of $23.76 per hour, with increases outlined in the Collective Bargaining Agreement (CBA). DHL is known for offering competitive compensation packages, along with a broad range of programs, services, and benefits designed to support employees both professionally and personally. As part of a global leader in logistics, you’ll also have access to a company that actively invests in its people.

Responsibilities

In this role, you’ll be the first point of contact for DHL customers reaching out by phone, chat, or email. Each interaction requires you to balance speed, accuracy, and empathy while navigating multiple systems and handling up to three chats at once. Here’s what a typical day looks like:

• Respond to all inbound calls, chats, and emails within grade-of-service targets, maintaining an average handling time (AHT) and a quality score of 90%
• Manage up to 3 simultaneous live chat conversations while researching in-house applications and documenting each inquiry accurately
• Provide professional, timely updates on shipment status, address changes, and proof of delivery, keeping customers informed every step of the way
• Book pick-up calls using DHL’s automated dispatch system and provide rate information for both quoted and tariff customers
• Demonstrate empathy and emotional intelligence — recognizing frustration, acknowledging tone, and de-escalating difficult situations professionally
• Probe customers for value-added service opportunities and upselling/sales lead generation to meet monthly targets
• Adhere to all applicable call flow processes and quality assurance requirements as outlined in the CS Scorecard

Requirements / Skills

DHL is looking for a bilingual candidate who brings proven experience in call centre customer service and can handle pressure without compromising quality. The ideal person is a natural multi-tasker with sharp written and verbal communication skills in both official languages. Technical readiness is also a must for this remote-capable role.

• Bilingual proficiency (English and French) — both written and spoken communication must be strong
• Call centre experience with demonstrated ability to handle difficult customers professionally
• Multi-tasking ability — must be able to manage 3 concurrent chats while using multiple systems
• Typing speed of minimum 38 WPM with 90% accuracy, verified via eSkills assessment
• Computer literacy — comfortable navigating Windows-based PC programs including MS Office (Word/Excel)
• High-speed internet connection with a minimum upload speed of 50 Mbps
• Working knowledge of Canadian geography and strong decision-making/problem-solving skills

How to Apply

To apply, visit the official DHL job posting using the link below. Make sure your resume is up to date and highlights your bilingual and customer service experience before submitting.

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