Customer Service Agent Gateway

Role Purpose: Responsible for managing the day-to-day operations of the Customer Service Gateway Team to ensure all regional and global operations and customer service standards are consistently achieved. This role focuses on proactively acquiring accurate information from customers to expedite customs clearance formalities, resolving complex clearance issues, and ensuring a seamless stakeholder experience.

Key Responsibilities:

• Deliver exceptional customer service, ensuring all telephone and email inquiries are addressed promptly and within established service level standards.
• Collaborate extensively with customers and internal station teams to resolve customs clearance issues efficiently.
• Proactively acquire and verify critical shipment information from customers to expedite clearance formalities.
• Maintain regular, proactive communication with internal and external stakeholders regarding the status of held shipments.
• Address specific customer disputes and provide expert advice on technical customs and clearance issues.
• Liaise effectively with customs officials to clarify duties payable, resolve disputes, and manage problem shipments.
• Extract and analyze data from internal clearance systems (e.g., DCC, DCE, CIA, GIA, GEMA) to inform customers of shipment arrival and pre-clearance status.
• Verify that all shipments possess a Bill of Entry and accurate notification of charges prior to delivery dispatch.
• Coordinate the retrieval of original paperwork from the warehouse to ensure timely and compliant clearance processes.
• Manage administrative processes by scanning paperwork, updating manual system comments, and inputting checkpoints to maintain network visibility and compliance.
• Maintain accurate and up-to-date customer databases to capture shipment statuses and retain vital data.
• Monitor operational performance to ensure all Key Performance Indicators (KPIs) are met, reporting outcomes and action plans to management.

Qualifications, Experience and Competencies:

• University Graduate.
• Advanced to fluent proficiency in both written and spoken English.
• Proven professional experience in Customer Service, Logistics, or Customs Clearance.
• Strong technical proficiency in utilizing clearance and logistics tracking systems (e.g., DCC, DCE, CIA, GIA, GEMA).
• Exceptional interpersonal skills with a demonstrated ability to build and maintain relationships with diverse stakeholders, including customs officials.
• High stress tolerance with a consistent passion for delivering outstanding customer delight in a fast-paced environment.
• Excellent verbal and written communication skills.
• Meticulous attention to detail and accuracy in data management and compliance administration.
• Demonstrated problem-solving abilities, specifically in resolving disputes and expediting complex operational processes.
• A collaborative team player who works cooperatively to achieve collective operational targets.

Equal Treatment Clause: We are committed to fostering equal opportunity and strictly reject all forms of discrimination. At DHL Group, employee selection is based exclusively on individual qualification, performance, skills, and professional experience.

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