Gateway Customer Service

IT’S NOT JUST AN OPPORTUNITY TO GET ON THE CAREER LADDER.

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).

Standard Work Instructions

• Timely and quality response on inbound calls to ensure adequate GOS.
• Phone line to remain available during time allocated on deployment plan for the day.
• Ensure no abandoned calls to meet ACR target.
• All inbound calls are codified properly.
• Timely updates to customers on clearance progress for the shipments under different bond buckets.
• Attend to all import enquiries.
• All email interactions to be done through MCT.
• Ensure all work items on MCT are closed within the SLA set within 2 to 4hours.
• Ensure files for GTW CS on leave is allocated to GTW CS present in timely manner so that customer queries are attended during the day.
• Paperwork from Bond team upon arrival of flight must be distributed to GTW CS same day – as soon as received from Bond Clerks.
• Capture manual comments for shipment reason in bond under GEMA and update OCNT with the proper and correct bond reasons.
• NOA for shipments in bond and shipments loaded on the day’s flight to be sent out to 3^rd party Broker on the same day before close of business.
• Proper information to be entered when preparing VAT Invoices and sent out to Billing team on a timely manner.
• Ensure POP is sent to Finance as soon as received from customer so that PY is updated on a timely manner.
• Ensure no customs clearance formalities is processed without PY checkpoint updated.
• Delivery Allowed from 3^rd Party Brokers are handed over to Customs Clerks as soon as received so that shipment is CR in a timely manner.
• Ensure account listing from finance team is used daily prior preparing VAT Invoices and sending out instructions to Billing team.
• Ensure any change in payment terms is communicated to Billing team in a timely manner so that amendments are done properly.
• Documents for regulatory examination is handed over to Bond team in a timely manner on date of shipment arrival and/or on day of appointment by Ministry.
• Contact customer - emails + phone calls on date of shipment arrival and/or to seek for any additional documents like prescription, permits, etc. as soon as same is requested by Ministry officer.
• Application for Permits like Pharmacist Board, DCCB, MOE, etc. is made as soon as same is requested by Ministry officer and/or customer.
• Change correct bond reason once data is received on the system and ensure no file is under consignee instruction bucket.
• Initiate GEMA for any file received without contact details on the day file is received to get feedback from Origin/ Shipper on time.
• Timely GEMA request for any additional information needed from the shipper.
• Response to the network within 4 hours.
• Ensure no escalations from the network.
• Ensure all traces opened are closed within 3 days and 70% within 1 day
• Personalized service as per individual SLA for customers in the portfolio.
• Proactive and timely feedback on clearance progress to ensure no complaints and escalations.
• Collaborate with other departments sales, credit control, GOPS to ensure seamless clearance and delivery.
• Proactively escalate any delays to the clearance supervisor and manager for support and fast-tracked resolution and turnaround time.
• Close follow up on shipments above 5 days.
• Ensure the red alert letter is sent to the client on day 10.
• Ensure SS notice is sent on the 14^th and 21^st day & GEMA initiated before shipments are scanned SS.
• Ensure instructions to delete DI is sent prior proceeding with SS/DS shipments.
• Share detailed report to supervisor on aging shipments & escalate any issues or delays for support.
• Proper desk organization and labelling of the work trays.
• Ageing reports, reports shared by appointed broker, reports shared by billing team are analyzed daily and actioned by when required.
• Proper desk handover a week before proceeding on leave.
• Ensure confidentiality of documentation handled or received from customers.
• Ensure to participate in all available and assigned trainings.
• Ensure remaining inline with Global Standard Operating Platform (GSOP)

Educational Requirements

• 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.