DHL Customer Care Executive Jobs 2026 – Midrand, Gauteng

Job Description

DHL International (Pty) Ltd is hiring a Customer Care Executive (Tracing) in Midrand, Gauteng. This is a full-time, permanent opportunity within DHL Express for candidates with customer contact centre or telesales experience.

The successful candidate will support customers with shipment enquiries, tracing, delays, losses, damages and other service-related issues while delivering a professional customer experience.

Job Details

• Position: Customer Care Executive (Tracing)
• Company: DHL International (Pty) Ltd.
• Division: Express
• Reference: AV-371079
• Location: Midrand, Gauteng, South Africa
• Job Type: Full-time, Permanent
• Reports To: Contact Centre Supervisor

About the Customer Care Executive Role

This role puts you at the heart of the customer experience. As a Customer Service Advisor, you will be the trusted point of contact for customers, helping to resolve shipment issues, provide accurate guidance, and ensure every interaction strengthens the DHL brand.

You’ll combine problem-solving, relationship-building, and operational excellence to deliver world-class service every day.

Minimum Requirements

Applicants must have:

• NSC Matric Certificate (required).
• Degree, Diploma, or NQF equivalent qualification (advantageous).
• Minimum 2 years’ experience in a Customer Contact Centre or Telesales environment within a service-related industry (courier industry preferred).
• Experience managing customer interactions across non-voice channels such as email, live chat, and social media will be advantageous.
• DHL network knowledge would be beneficial.
• Strong telephone etiquette, conflict resolution, negotiation, problem-solving, and interpersonal skills.
• Intermediate computer literacy with the ability to effectively navigate customer service and shipment tracking systems.
• Ability to perform effectively in a fast-paced, high-pressure environment.
• Excellent communication skills in Business English, both written and verbal.

Key Responsibilities

The Customer Care Executive will be responsible for:

• Acting as an ICCC ambassador and creating a positive first impression of the DHL brand.
• Adhering to Centre of Excellence (COE) standards and guidelines.
• Supporting change initiatives that enhance business competitiveness and customer experience.
• Providing comprehensive tracing services for shipment delays, losses, damages, returns and routing issues.
• Updating SPARK cases and tasks accurately.
• Escalating outstanding traces according to Global Tracing Procedures.
• Ensuring lost or damaged shipments are logged on SID and correctly recorded within SPARK.
• Supporting frontline operations by handling overflow customer calls when required.
• Identifying and promoting value-added services, including Shipment Insurance, Extended Liability and Time Definite Express.
• Identifying sales lead opportunities.
• Approving customer discounts in line with company policies.
• Providing information regarding customs requirements, transit times, DHL services and quotations.
• Delivering exceptional customer experiences through professionalism, empathy and effective communication.
• Collaborating with Operations and internal departments to achieve quick and effective issue resolution.
• Identifying opportunities for process, technology and service improvements.
• Applying Global Customer Service procedures.
• Maintaining adherence to schedules and AUX code requirements.
• Supporting additional departmental responsibilities as required.

Why Join DHL?

At DHL, employees are part of a global organisation that values innovation, collaboration, diversity and continuous learning.

The role provides an opportunity to contribute to customer service operations while developing experience within an international logistics organisation.

How to Apply

Candidates who meet the requirements should submit their application for the Customer Care Executive (Tracing) position at DHL International (Pty) Ltd.

Use Reference: AV-371079 when identifying the vacancy.

Equal Opportunity

DHL is committed to equal opportunity and rejects any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.