Customer Service Gateway Agent

• Deal extensively with our customers resolving customs clearance issues whilst effectively communicating and coordinating with the other DHL stations.
• Preclearance is the key to achieve 100 customer satisfaction hence you should be able obtain data from the systems DCC / DCE / CIA / GIA / GEMA to inform the customer about their shipment arrivals and update status and computation along with the clearance confirmations.
• Acquire accurate and up to date information from customers by phone or email to expedite the custom clearance formalities.
• Liaise with customs officials on specific duties payable and problem shipments to resolve the dispute if any.
• Ensure that customer databases are maintained to capture recent status of shipments and to retain a new data for customer.
• Resolve specific disputes or provide advice on technical issues to customers.
• Scan paperwork extract information from CIA/GIA System and accurately input checkpoints to ensure compliance with network standards and also to update the DCE manual Comments for clear visibility to the network on the shipment most current status.
• Ensure original paperwork of shipments is pulled out from the warehouse for timely and efficient clearance.
• Maintain regular contact with customers (internal and external) in relation to held shipments while maintaining regular updates in DCE.
• File and maintain shipment and customs documentation in a neat and orderly fashion at all times.
• Ensure all shipments have a Bill of Entry and a notification of charges on the shipment before it is dispatched for delivery.
• All KPIs to be retained to its highest level of performances all time and report to Manager / Supervisor for action.
• You should contribute to retain its highest level of performance and also participate for the internal audits as and when requested.
• Ensure that all telephone calls are answered within the DHL standards to the satisfaction of caller and to provide relevant information as requested or discussed during the telephone conversation.
• Provide a high level of Customer Service and professionalism.
• Ensure that customer service procedures are followed as outlined in the manual to comply with the Global SOP and safe working practices.
• Liaise with internal stakeholders and ensure services are being provided inline with customer needs.
• Investigate & recover operational problems that received from various voice of customers channels.

Nature & Scope:

• Context: Ensure that all inbound customs related inquiries either from customers or internal DHL Staff are either acknwoeldeged and replied to by the CS Gateway team or changelled to the relevant party.
• Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Take decisions for inbound shipments under any mode of clearance on dutiable shipments also acts with as one culture to support all stakeholders Decision Making.
• Planning and Organizing: sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and uses efficient work methods and tools.

Leadership Competencies:

• TeamWork: Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.

Personal Competencies:

• Accountability: Acts responsibly. Can be counted on to keep commitments. Complies with the intent of policies procedures and agreements. Builds others trust in own professionalism integrity expertise and ability to get results.
• Communication: Provides both verbal and written information in a timely clear and concise manner. Expresses ideas effectively adjusting style tools and mode to the needs of others. Listens attentively and summarizes or asks questions when needed to clarify information.
• SelfManagement: Remains calm objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive.

Knowledge Skills & Experience: