Bilingual Omnichannel Advisor – DHL Express – Brampton, ON

DHL Express — the world’s #1 express delivery and logistics company — is looking for a Bilingual Omnichannel Advisor to join its contact centre team in Brampton, Ontario. If you thrive in a fast-paced customer service environment and are comfortable juggling calls, chats, and emails in both official languages, this could be the role for you.

Working in DHL’s omni-channel contact centre, you’ll be the frontline voice — and fingertips — helping customers track shipments, resolve issues, and feel genuinely supported. The role spans inbound calls, live chat, and email, so adaptability and strong communication skills are at the heart of everything you’ll do daily.

About the Role: Bilingual Omnichannel Advisor

As a Bilingual Omnichannel Advisor, you’ll be responsible for delivering consistent, high-quality service across every customer touchpoint. From answering shipment status questions to booking pick-up calls and handling escalated concerns with professionalism, your day will be varied and engaging. You’ll use DHL’s in-house systems to research and document inquiries while managing multiple chat sessions simultaneously — all while keeping the customer fully informed and satisfied.

This role also involves a sales and upselling component, where you’ll probe for value-added service opportunities and generate sales leads to meet monthly targets. You’ll be expected to follow all applicable call flow processes and quality assurance standards, maintain your Average Handling Time (AHT) targets, and contribute to DHL’s Net Promoter Approach (NPA) score — all while being a collaborative, high-energy team player.

Benefits and Salary

This position offers a wage of $20.91 per hour, with increases as per the Collective Bargaining Agreement (CBA). DHL Express provides competitive compensation packages along with a range of employee programs, services, and benefits. Full-time and part-time shift options are available to suit different schedules.

Responsibilities

As a Bilingual Omnichannel Advisor at DHL Express, your day-to-day work centres on delivering seamless customer service across calls, live chat, and email. Each interaction is an opportunity to resolve issues efficiently, maintain quality standards, and reinforce customer loyalty — all of which directly impact DHL’s global reputation.

• Respond to all inbound calls, chats, and emails within grade of service targets, maintaining AHT and a 90% quality target
• Manage up to 3 concurrent chat sessions while researching in-house applications and documenting each inquiry accurately
• Provide professional and timely updates on shipment status, address changes, and proof of delivery
• Book pick-up calls using the automated dispatch system and provide rates for both quoted and tariff customers
• Handle difficult or frustrated customers with empathy, using the right choice of words to de-escalate and establish an emotional connection
• Probe for upselling opportunities and generate sales leads to meet monthly targets
• Adhere to all call flow processes and quality assurance requirements while driving DHL’s NPA (Net Promoter Approach) score
• Support other departments by gathering appropriate details to ensure timely completion of files requiring additional follow-up

Requirements / Skills

DHL Express is looking for a candidate who combines strong bilingual communication skills with genuine customer empathy and solid technical proficiency. The ideal person is a natural multi-tasker who stays composed under pressure and can move seamlessly between different contact channels without missing a beat.

• Call centre customer service experience is required for this role
• Bilingual proficiency (English and French) to serve customers across both official languages
• Ability to manage 3 chats concurrently while maintaining accuracy and quality
• Typing speed of minimum 38 wpm with 90% accuracy (eSkills assessment required)
• Excellent written communication — spelling, grammar, punctuation, and sentence structure
• Working knowledge of 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 proven ability to work under pressure
• Strong problem-solving and decision-making skills with the ability to handle difficult customer situations effectively

How to Apply

To apply, use the link below to submit your application through the official DHL careers portal. Make sure your resume is up to date and highlights your relevant customer service experience before submitting.

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