Customer Service Agent – Malta

About the role

DHL Express is seeking a Customer Service Agent to join its Malta customer service team. The role involves being the main point of contact for customers, handling bookings, queries and shipment tracking, and ensuring high‑quality service across the network.

Key responsibilities

• Act as the customers’ main contact for DHL, responding to and satisfying their cash bookings and queries.
• Communicate with customers via calls, messages, chats and emails to ensure a great service.
• Handle order booking, shipment tracking and other network activities.
• Liaise closely with colleagues and other departments within DHL to maintain a full, cost‑effective service and achieve service quality targets.
• Ensure cooperation with other members of the customer service team.
• Carry out any task required by superiors from time to time.

Required profile

• Currently residing in Malta with a valid working permit.
• Exhibits exceptional initiative, creativity, resourcefulness and empathy.
• Analyzes and resolves complex cross‑functional issues.
• Excellent communication skills via phone, email and chat.

What we offer

• Basic salary of €23,000 – €24,500 annually.
• Eligibility to participate in performance‑related bonus schemes.
• Health insurance.
• Access to professional employee assistance, wellbeing program and qualified mental health first aiders.
• Excellent training and development opportunities.