Backline Advisor at DHL

• We are looking for a customer-focused, proactive, and solutions-driven Backline Advisor  to join our Customs Affairs team. This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering exceptional customer service.

What You’ll Do 

As a Backline Advisor, you will:

• Manage customer interactions relating to customs clearance and shipment processing.
• Obtain and verify customs clearance instructions and documentation from customers.
• Collect payments required for customs clearance before submission.
• Take ownership of customer queries and proactively resolve shipment-related issues.
• Deliver outstanding track and trace support while ensuring first-time resolution wherever possible.
• Escalate shipment exceptions in line with global procedures and service standards.
• Handle inbound shipment notifications and provide timely customer updates.
• Ensure compliance with DHL Global SOPs, ISO standards, and customs procedures.
• Maintain service quality while consistently achieving agreed service level targets (KPIs).
• Collaborate with internal stakeholders including Customer Service, Finance, Operations, and Customs teams.

What We’re Looking For

• Matric (Grade 12).
• Degree in Logistics will be advantageous
• Previous Customer Service experience/Call Centre experience.
• Accounts receivable experience.
• Good knowledge of Customs legislation, processes, and procedures.
• Computer literacy.
• Strong customer relationship management skills.