Gateway Customer Service Agent (Fixed-Term)

About the role

The Gateway Customer Service Agent is the first line of contact for DHL customers who need assistance with customs clearance. The role involves handling phone calls, emails and electronic messages, providing timely updates on shipment status, and promoting DHL’s value‑added services.

Key responsibilities

• Maintain Grade of Service (GOS) at or above 80%.
• Keep Abandoned Call Rate (ACR) below 1% within 10 seconds.
• Resolve email enquiries within the 2‑4 hour service level agreement.
• Achieve at least 90% GEMA trace resolution within three days.
• Meet yearly targets for Bond Outstanding Shipment Index and Clear On Arrival shipments.
• Ensure all clearance documentation is electronically saved in the Global Imaging Application (GIA).
• Provide accurate, timely updates to customers on clearance progress.
• Handle all import enquiries and close work items in MCT within the SLA.
• Distribute bond paperwork promptly and capture manual comments in the GEMA system.
• Send notice of arrival (NOA) to third‑party brokers on the same business day.

Required profile

• Strong attention to detail and ability to follow standard work instructions.
• Excellent communication skills, both written and verbal.
• Ability to work in a fast‑paced environment and meet strict service targets.
• Basic understanding of customs clearance processes.

Required skills

• Proficiency with the MCT (Message Communication Tool) system.
• Experience using the Global Imaging Application (GIA) for document management.
• Familiarity with the GEMA tracking system.