Gateway Customer Service Agent

About the role

The Gateway Customer Service Agent is the first point of contact for customers needing guidance through customs clearance. You will ensure efficient, professional service across phone, email and electronic channels while supporting revenue goals by promoting DHL products and value‑added services.

Key responsibilities

• Maintain Grade of Service (GOS) above 80% and keep Abandoned Call Rate (ACR) below 1%.
• Resolve emails within 2‑4 hours and achieve 100% compliance with service level agreements.
• Process GEMA trace resolutions within 3 days and meet yearly targets for Bond Outstanding Shipment Index (BOS) and Clear On Arrival (COA) shipments.
• Ensure all clearance documentation is electronically saved in the Global Imaging Application (GIA).
• Provide timely updates to customers on shipment status, handle import enquiries, and close all work items in MCT within SLA.
• Allocate and manage workload among team members to guarantee uninterrupted phone line availability.

Required profile

• Strong attention to detail and ability to follow standard work instructions.
• Excellent communication skills for handling inbound calls and written correspondence.
• Capability to meet strict performance metrics and service level agreements.
• Proactive attitude toward promoting DHL products and achieving revenue targets.

Required skills

• Experience with Global Imaging Application (GIA).
• Proficiency in MCT (email handling system).
• Familiarity with GEMA trace management.

What we offer

• Opportunity to work for a globally recognized logistics leader.
• Dynamic environment with clear performance targets.
• Professional development and career progression within DHL.