Customer Contact Centre Advisor – Mandarin

About this role

Role: Customer Contact Centre Advisor – Mandarin, based in Lagos. It is a frontline DHL customer service position serving Mandarin-speaking customers in Nigeria and West Africa, handling bookings, enquiries, and shipment status in English and Mandarin. The role requires fluency in Mandarin and English and is for candidates with customer service or call centre experience.

What you would do

• Accept and register bookings for DHL services in English and Mandarin.
• Provide professional customer service to Mandarin-speaking customers via phone, email and other channels.
• Identify opportunities to upsell or offer additional services during interactions.
• Supply accurate information on customs requirements, transit times and prices in the customer's preferred language.
• Adhere to existing customer service procedures while flexibly addressing customer needs with professionalism and empathy.
• Strive to meet KPIs and IKOs, and move customer requests toward resolution.

What they are asking for

• University degree or higher diploma.
• At least 2 years of DHL sales, operations or customer service experience; call centre experience preferred.
• Experience serving Chinese-speaking customers and strong customer relationship experience.
• Mandarin Chinese: fluent in spoken and written; English: fluent in spoken and written.
• Ability to switch between languages during customer interactions; understanding of Chinese business communication.
• Typing speed of at least 30 words per minute in English and Mandarin; experience with telephone and order booking systems (preferable).

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