Bilingual Contact Centre Advisor – DHL – Winnipeg, Manitoba

DHL Express, the world’s #1 Express Delivery and Logistics Company, is looking for a Bilingual Contact Centre Advisor to join their team in Winnipeg, Manitoba. This is a front-line customer-facing role that puts you at the heart of DHL’s omni-channel service experience — handling inbound calls, chats, and emails for customers across Canada.

Working Monday to Friday, 8am to 4pm CST, you’ll be the voice (and keyboard) of a global logistics brand, helping customers track shipments, resolve service issues, and feel genuinely supported. If you thrive in a fast-paced contact centre environment and are bilingual in English and French, this role is worth your attention.

About the Role: Bilingual Contact Centre Advisor

As an Omni-Channel Advisor at DHL, your day-to-day involves managing multiple customer interactions simultaneously — phone calls, live chats, and email inquiries — all while navigating internal systems and documenting files accurately. You’ll be expected to manage up to 3 concurrent chats, handle shipment status inquiries, process address changes, book pick-up calls, and provide rate information to both quoted and tariff customers.

This role demands strong multi-tasking ability, a calm and professional demeanour when handling difficult situations, and the empathy to turn a frustrated customer into a loyal one. You’ll also contribute to upselling and sales lead generation to support monthly targets, while consistently meeting Average Handling Time (AHT) and quality targets of 90%.

Benefits and Salary

The hourly wage for this position is $23.94/hour, with increases scheduled as per the Collective Bargaining Agreement (CBA). DHL is known for offering competitive compensation packages alongside a range of programs, services, and benefits designed to support employees both professionally and personally. Working for one of the world’s most recognized logistics brands also comes with the stability and career development opportunities that come with a global organization.

Responsibilities

In this role, every interaction matters. You’ll be handling a high volume of inbound customer contacts across multiple channels, requiring sharp focus, strong communication skills, and the ability to problem-solve on the fly. Here’s what you’ll be doing on a typical shift:

• Respond to all incoming calls, chats, and emails within grade of service targets while maintaining an AHT and quality target of 90%
• Manage up to 3 concurrent live chats while simultaneously researching internal applications and documenting customer inquiries
• Provide timely and professional responses regarding shipment status, minimizing service failures and keeping customers informed throughout the process
• Gather and relay information on shipment status, address changes, proof of delivery, and other details requiring additional departmental support
• Book pick-up calls using the automated dispatch system and provide rate information for quoted and tariff customers
• Demonstrate empathy by recognizing customer frustration, asking for clarification, and ensuring customers feel supported
• Drive NPA scores by responding to inquiries quickly, directly, and concisely to improve the Net Promoter Approach
• Upsell and generate sales leads through value-added service probing to meet monthly targets
• Adhere to all call flow processes, quality assurance requirements, and applicable procedures at all times

Requirements / Skills

DHL is looking for someone who can handle pressure without losing their professionalism, juggle multiple tasks without dropping the ball, and communicate clearly in both official languages. A strong technical foundation and genuine customer service instincts are key to succeeding in this position.

• Bilingual proficiency in English and French (written and spoken) is required for this role
• Contact centre experience in a customer service environment is considered essential
• Multi-tasking ability — must be able to manage 3 concurrent chats while researching and documenting simultaneously
• Typing speed of minimum 38 WPM with 90% accuracy, as verified through an eSkills assessment
• Strong written communication including grammar, spelling, punctuation, and sentence structure
• Computer literacy with working knowledge of Windows-based programs including MS Office (Word and Excel)
• Working knowledge of Canadian geography to assist customers with shipment routing and location-related inquiries
• High-speed internet connection with a minimum upload speed of 50 Mbps (required for remote/work setup)
• Proven ability to handle difficult customers with empathy, professionalism, and sound 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 reflects your bilingual contact centre experience before submitting your application.

Open House Dates: DHL is also hosting open house sessions at their Winnipeg facility (Unit 3 – 130 Midland St, Winnipeg, MB, R3E 3R3) on August 24th, 2026 from 12pm to 4pm CST and August 25th, 2026 from 9am to 1pm CST. Consider attending in person to learn more about the role.

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