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DHL Information Services (India) LLP is hiring experienced professionals for the role of Customer Service Agent – Email Support (Front Office) at their Chennai location. This is a full-time permanent opportunity with one of the world’s largest logistics and supply chain companies.
If you have strong written English skills, CRM experience, and a passion for customer service, this is an excellent opportunity to build a global career with DHL.
🏢 About DHL Group
DHL Group is the world’s leading logistics company with a presence in over 220+ countries and territories and a workforce of more than 580,000 employees globally.
DHL’s purpose is simple and powerful:
“Connecting People. Improving Lives.”
The company offers world-class career growth, learning opportunities, and a professional work culture across global operations.
📌 Job Details – DHL Customer Service Agent
🔹 Job Title
Customer Service Agent – Email Support (Front Office)
🔹 Job ID
AV-314466
🔹 Company
DHL Information Services (India) LLP – Global Business Services
🔹 Job Type
Full-time | Permanent
🔹 Location
Chennai, Tamil Nadu, India (Onsite)
📝 Position Overview
DHL is seeking a dedicated Customer Service Agent to handle global customer queries via email. The role involves resolving shipment-related issues, updating CRM records, and using translation tools to support customers from the German-speaking market.
This is a front-office role where you will directly communicate with international customers and ensure high customer satisfaction.
🎯 Key Responsibilities
📧 Customer Support
- Respond to customer queries via email professionally and promptly
- Resolve shipment-related issues
- Escalate complex issues to the concerned teams
- Maintain high customer satisfaction and response time metrics
🌍 Global Communication
- Use translation tools to communicate with German-speaking customers
- Ensure cultural sensitivity and accuracy in communication
- Maintain professional tone in all customer correspondence
📊 Documentation & CRM Management
- Maintain accurate records in CRM systems
- Update customer profiles
- Track case resolutions and document interactions
🚚 Shipment Tracking Support
- Handle shipment tracking and disputes
- Verify shipment details and provide updates
- Ensure GDPR compliance and data security
🎓 Must-Have Skills & Qualifications
🎓 Education
- Bachelor’s degree (Preferred)
💻 Technical Skills
- Experience with CRM tools (Salesforce, HubSpot, etc.)
- Translation tools (Google Translate, DeepL, etc.)
- Microsoft Office / Google Workspace
- Email ticketing systems
🧠 Core Competencies
- Excellent written English communication
- Strong problem-solving ability
- Attention to detail
- Time management skills
- Customer-focused mindset
💼 Experience Required
- 3 to 4 years of customer service experience (Email support preferred)
- Experience in high-volume support environments
- International customer handling experience is an advantage
➕ Good-to-Have Skills
- German or other foreign language knowledge
- Chat & omnichannel support experience
- Logistics & courier service knowledge
- Dispute & chargeback handling
- GDPR & international data privacy knowledge
- Process improvement & training experience
⏰ Working Conditions
- Work Mode: Onsite
- Working Hours: Indian business hours
- Occasional global coverage shifts
- Performance measured on:
- Response Time
- Resolution Rate
- Customer Satisfaction
🎁 Benefits & Perks
- ✅ 42 days annual leave (excluding public holidays)
- ✅ Medical Insurance: Self + Spouse + 2 Children
- ✅ Optional parental insurance (parents / in-laws)
- ✅ Stable permanent job
- ✅ Global exposure & career growth
- ✅ Work with world-class logistics brand
📍 Job Location
Chennai, Tamil Nadu, India
🚀 Why Join DHL?
- Work with a global logistics leader
- Permanent & stable career
- International customer exposure
- Excellent work-life balance benefits
- Learning & development programs
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