**Welcome to DHL eCommerce!** We are shaping the future of e-commerce logistics by connecting people and businesses through reliable delivery services and intelligent digital solutions. We deliver 1.8 billion packages annually via a global network of ~2,900 facilities, more than >170,000 pickup points, and over +20 offices across different countries, supported by 50,000 employees. As part of the DHL Group, we combine a hybrid and flexible network, best-in-class digital tools for customers, and a strong commitment to decarbonization to deliver end-to-end value to our customers. **About the Role** Reporting to the Digital Customer Care Team Leader, in this role you will handle and resolve customer incidents and inquiries via digital channels, ensuring an agile and high-quality experience. **Key Responsibilities/Functions** * + Resolve service incidents and queries communicated by customers via phone or email, escalating those exceeding your scope of knowledge and competence + Review and manage special services and other operations that customers cannot perform through the dedicated digital platforms. + Correctly use the company’s digital tools to track and manage domestic and international shipments. + Process compensations or indemnities for non-conforming services, in accordance with the current Compensation Matrix (Losses and Damages). + Contact the company’s network to resolve incidents and/or capitalize on business opportunities. + Within your area of competence and responsibility, ensure compliance with DHL eCom’s internal procedures for Risk Prevention, Safety, and Quality. + Ensure compliance with Occupational Health and Safety (OHS) regulations and Quality and Environmental procedures within your scope of responsibility. **Key Competencies and Requirements** * + Vocational training at intermediate level + Knowledge of customer service and telephone support + Customer orientation, teamwork, achievement orientation, and initiative + Prior experience in similar roles or activities for approximately 1–2 years + English language proficiency (B2–C1) + Proficiency in Microsoft Office applications at user level Preferred qualifications: * + Specialized training in customer service + Knowledge of B2C international shipping + Ability to work effectively and strategically in a dynamic environment, managing time and tasks efficiently **What We Offer** * + Join the world’s leading logistics company, where your work has purpose and global impact. + Flexible Compensation Plan: Nursery, Transportation, Training, and Private Health Insurance. + DHL CLUB Discount Program. + Voluntary Employee Stock Purchase Plan for DHL Group employees, offering a 15% discount, available after three months of employment. + Professional development opportunities within DHL. **Contract Type:** Permanent **Working Hours:** 40 hours per week **Work Location:** Barcelona **Ready to Make a Difference?** Submit your application now along with your CV — we look forward to meeting you. *DHL is an inclusive employer committed to Diversity, Equity, Inclusion, and Belonging (DEIB), promoting equal opportunity and continuous learning. Candidates participating in selection processes will be evaluated objectively, transparently, and equitably based solely on the job requirements. #*
David Muñoz
Indeed · HR
David Muñoz
Indeed · HR
