IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER

Why do people call us the world’s most international company? Is it because we operate in more countries than any other logistics provider? Is it because we invented cross border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world. And the more we can connect people, the better life on earth becomes.

We love our role in the world. And we’re looking for the right people to help us maintain – and grow it. People like you.

Role Context

IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER

Why do people call us the world’s most international company? Is it because we operate in more countries than any other logistics provider? Is it because we invented cross border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world. And the more we can connect people, the better life on earth becomes.

We love our role in the world. And we’re looking for the right people to help us maintain – and grow it. People like you.

Role Context

The Gateway Customer Service Agent ensures that an efficient and professional service is provided to customers at any given time.

The Gateway Customer Service Agent is the first line of customer contact who need to advise and guide customers through the customs clearance requirements and provide regular updates.

The Gateway Customer Service Agent ensures that all incoming contacts – through phone calls, electronic messages, and e-mails - from all customers and the network, into the gateway are well and efficiently handled at any given time.

The Gateway Customer Service Agent is also responsible for ensuring customer calls and inquiries are responded to within the set network standards and that revenue targets are met through promoting and selling DHL products and value-added services

Key responsibilities

1. Grade of Service (GOS) remains and or exceed 80% at any given time.

2. Abandoned Call Rates (ACR) does not exceed 1% within 10 seconds.

3. E-Mail resolution (MCT) remains within 2 to 4 hours of service level agreement and at 100% at any given time.

4. GEMA Trace Resolution within 3 days, remains at or exceed 90% at any given time.

5. Bond Outstanding Shipment Index (BOS) remains at or exceed yearly set target.

6. Clear On Arrival shipments (COA) remains at or exceeds yearly set target.

7. Clearance documentation is without fail and at 100% always electronically saved under Global Imaging Application (GIA).

Minimum Requirements

Education & experience

-Higher School Certificate / Degree Holder
-Fluent in English & French
-2-3 years’ experience in a customer care environment
-Proper time management skills
-Accountable mindset
-Good team player.
-Ready to work odd hours on weekdays, on Sundays and Public Holidays.
-Computer Literate
-Quick Learning skills
-Always honest and reliable.
-Able to share BDP’s (Best Demonstrated Practices) with team.
-Able to receive and give feedback.
-Always aim at the best-in-class experience for customer satisfaction
We look forward to receiving your application!