DHL Express opens new centre in Brisbane’s CBD to service growing shipping needs

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Gary Edstein, CEO and Senior Vice President at DHL Express Oceania and Ken Lee, CEO at DHL Express, Asia Pacific officially opened the centre during a recent ceremony

  • The George Street centre will be the new home of DHL Express’ onshore customer service team and signals an ongoing commitment to deliver industry-leading customer service
  • Parcel recipients will now have the option to collect their deliveries from parcel lockers located onsite

DHL Express, the world’s leading international express service provider has officially opened a new state-of-the-art customer support centre in Brisbane’s central business district, further enhancing its customer support services for Australian businesses and consumers.

The new 3,200 square metre office will house more than 320 employees from the customer service, customer account management and customer-facing IT functions. It is also designed to cater for another 20% workforce expansion in the future.

Conveniently located on George Street along one of Brisbane’s main thoroughfares and within walking distance to Queen Street Mall, Queen Elizabeth II Courts of Law, Queensland Parliament House and university campuses, city workers, students and consumers alike will now have the option to redirect their parcel deliveries to one of the two SwipBox parcel locker units located on the centre’s ground floor, accessible from 8 am – 6 pm, Monday to Friday.

The new SwipBox parcel lockers further strengthen DHL Express Australia’s network of more than 1,000 parcel collection points – providing parcel recipients with a greater range of delivery options – and brings the company closer to its target of 1,500 collection points by end of 2019.

Gary Edstein, CEO and Senior Vice President at DHL Express Oceania said, “DHL Express Australia’s new national customer support centre demonstrates our continuing commitment to providing Australian businesses and consumers with reliable and customer centric onshore support, seven days a week. Since 1997, our centralised Brisbane-based support centre has helped make international express shipping accessible in just a single phone call and supported the international expansion of countless Australian businesses.”

Designed with employee wellbeing as its focus, the centre’s office space includes dedicated relaxation and entertainment areas. DHL’s employee learning and development program, Certified International Specialist (CIS), will also be based at the new centre.

In line with DHL’s GoGreen environmental protection program, the entire centre has been ISO 14001:2015 certified with LED lighting and motion sensors for energy efficiency.

In 2018, DHL Express Australia was named the national and state winner in the Customer and Operations – People Capability categories of the Auscontact Association Excellence Awards, Winner for Service Excellence in The Australian Business Awards, and 2019 Top Employer for Australia by the Top Employers Institute.

DHL Express Australia’s new national customer support centre follows recent investments across the country, including a new AU$3.6 million (€2.4 million) Gold Coast Service Centre in October 2018 and the launch of an upgraded Boeing 767-300F service between Australia and New Zealand in July 2018 to cater to growing e-commerce volumes.