Omnichannel Advisor – DHL – Winnipeg, Manitoba

DHL Express — the world’s #1 Express Delivery and Logistics Company — is looking for an Omnichannel Advisor to join their team in Winnipeg, Manitoba. If you thrive in a fast-paced contact centre environment and take pride in delivering exceptional service across multiple channels, this could be a strong fit for you.

In this role, you’ll be the voice (and keyboard) of DHL, handling inbound calls, live chat, and email inquiries all in one shift. The work is dynamic — you’ll be managing multiple conversations simultaneously while researching shipment details, booking pick-ups, and making sure every customer feels heard and supported from start to finish.

About the Role: Omnichannel Advisor

As an Omni-channel Advisor, your day revolves around delivering consistent, quality service across every customer touchpoint. You’ll handle shipment status inquiries, proof of delivery requests, address changes, and more — all while managing concurrent chats and meeting Average Handling Time (AHT) and quality targets. The goal is simple: keep the customer informed, resolve their issue efficiently, and leave a positive impression every time.

Beyond individual interactions, you’ll contribute to DHL’s broader Net Promoter Approach (NPA) score by demonstrating genuine empathy, clear communication, and proactive problem-solving. You’ll also play a role in upselling value-added services and generating sales leads to meet monthly targets, making this a well-rounded position that blends customer care with business development.

Benefits and Salary

DHL offers a competitive wage of $20.30/hour, which will increase in accordance with the Collective Bargaining Agreement (CBA). Beyond compensation, DHL is known for its strong corporate culture and offers employees access to a range of programs, services, and benefits designed to support both professional growth and personal well-being. DHL is committed to being a great place to work — from team member development to global community involvement.

Responsibilities

Working in DHL’s omni-channel contact centre, you’ll be expected to handle a high volume of customer interactions across voice, chat, and email simultaneously. Every task you take on — from booking pick-ups to updating shipment records — contributes directly to customer satisfaction and operational excellence.

• Respond to all incoming calls, chats, and emails within grade of service targets, maintaining an AHT and quality score of 90% by following established processes
• Manage up to 3 concurrent live chats while researching in-house applications and documenting customer inquiries in real time
• Provide professional, timely updates on shipment status, minimizing service failures and keeping customers informed throughout
• Gather and relay information on address changes, proof of delivery, and file details requiring support from other departments
• Book pick-up calls using the automated dispatch system and provide accurate rates for both quoted and tariff customers
• Demonstrate empathy by recognizing customer tone, acknowledging frustration, asking for clarification, and finding constructive ways to resolve concerns
• Probe for upselling opportunities and generate sales leads to meet monthly targets in line with DHL’s Net Promoter Approach
• Adhere to all call flow processes and quality assurance requirements, including KPI targets as defined in the CS Scorecard

Requirements / Skills

The ideal candidate brings a background in call centre customer service and is comfortable working across multiple digital systems at once. DHL is looking for someone with strong communication skills — both written and verbal — and the composure to handle challenging customer situations with professionalism and care.

• Call centre experience in a customer service capacity is required
• Multi-tasking ability — must be able to manage 3 concurrent chats and navigate several problems simultaneously
• Excellent written communication — strong grammar, spelling, punctuation, and sentence structure are essential for chat and email interactions
• Technical proficiency — working knowledge of Windows-based programs (MS Word, Excel) and comfortable navigating multiple computer systems
• Typing speed — minimum 40 wpm at 90% accuracy (eSkills assessment required)
• Working knowledge of Canadian geography to support accurate shipment inquiries and logistics information
• High-speed internet at home with a minimum upload speed of 50 mbps
• Ability to work under pressure while maintaining a high energy level, positive attitude, and team-player mentality

How to Apply

To apply, visit the official DHL job posting using the link below. You’re also welcome to attend the Open House at Unit 3 – 130 Midland St, Winnipeg on April 29th or 30th, 2026 (12pm–3pm CST) before submitting your application. Make sure your resume is up to date and reflects your relevant customer service and technical experience.

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