Customs Clearance Support Agent

YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.

Would you like to become part of the world's most international company in the world?

A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.

Join our team and discover how an international network that's focused on service, quality and sustainability, is able to connect people and improve lives through the power of global trade. And not just for our customers, but for every member of our team too. To learn more about our culture, motivated people and our purpose, please visit www.dpdhl.jobs/express

ABOUT THE ROLE:

The Customs Clearance Support Agent is responsible primarily of notifying over the phone or in writing our Into Bond Shipment’s customers through our DHL’s Customer Contact Centre and he/she shall be the most knowledgeable, courteous, efficient, confident and proactive point of contact for both DHL’s customers and the DHL network.

YOUR TASKS:

* To Call or Email In bond Customers for a range of DHL services and accurately input relevant data into DHL applications DCE “Respect also CODES”
* Knowledgeably offer customers the most suitable DHL service based on their unique needs, and actively attempting to close the transaction by converting their enquiries to SCS (clearance by DHL).
* Identify potential for selling Clearance with DHL service during the course of interacting with customers and proactively sells these to secure additional/new revenue sources for DHL GTW revenue. This includes asking customers the appropriate questions to match their needs against value-added services, professionally offering and convincing them on the benefits of the services, handling their objections (if any) and closing the transaction by successfully securing their purchase of the offered services.
* To effectively respond to all customer enquiries regarding DHL’s services, by consistently and confidently providing customers with accurate information on prices (SCS and POA), clearance times, customs paperwork requirements, country-specific requirements (including potential customs clearance delays). To lodge a trace when necessary ensuring that the customer receives service regarding their issues using SPARK sys.
* Exercise professionalism and provide first class customer service bearing in mind that all DHL customers have an express requirement, and are looking for immediate and hassle-free solutions.
* Confidently and knowledgeably handle customer complaints while maintaining composure, and take all possible actions to resolve issues to the customers’ expectations without compromising DHL’s position by over-committing to customers , or being unrealistic in what is offered.
* Ensuring that all interactions with customers are in accordance with the Mystery Shopper guideline scripts.
* Be professional with Front Liners colleagues to ensure a smooth data transmission via DCE.
* Act as a backup for the CIA when needed
* Liaise with all DHL employees in a professional and cooperative manner at all times, and consistently strive to promote a positive team spirit and adhering to DHL’s values at all times.
* Undertake any other related tasks or responsibilities as reasonably directed or required
* Highlight areas for improvement with suggested solutions to improve DHL’s procedures, technology and service to positively enhance our customers’ experience with DHL..

YOUR PROFILE:

* Bac +2

Essential

* Previous experience dealing with a wide range of customers face to face or over the phone in busy service industries
* Good spoken and written command of the French/English language with a cheerful, confident, professional and courteous tone
* Excellent interpersonal skills and relates well with a wide range of people/customers
* Experience in resolving straight forward customer conflict
* Demonstrated excellent attention to detail
* Demonstrated ability to work effectively as part of a busy team
* Basic computer skills including the ability to navigate around a computer
* Ability to work flexible rostered hours, including scheduled breaks

Desirable

* Previous Customs Clearance domain experience
* Previous experience of Call-Center/telephone and/or electronic order booking systems
* Demonstrable success in achieving targets through selling services and products