GTW Frontline Advisor (2300575) - Johannesburg at DHL

Description - External

• To integrate quality into the business to ensure that every customer contact is a demonstration of absolute dedication towards providing first time ideal solutions for the satisfaction of customer’s needs
• To make contact with cash customers, thereby ensuring that all information (i.e. tariff classification, vat and duty/vat, IOR) has been obtained in order to frame bill of entry and clearance of the shipment.
• To monitor the ageing reports for in bond and escalate where appropriate to ensure fastest possible resolutions of all shipments in bond whilst maintaining quality standards
• To take ownership of customer queries and provide a single point of contact for cash customers. 
• Building customer loyalty through a friendly and responsive approach to customer enquiries and accurate handling of inbound and outbound contacts
• To assist in ensuring that all shipments are cleared through customs in a timely manner, thereby ensuring maximum focus on exceptional Customer Service, Pre-Clearance and thereby achieving the Operational KPI’s, i.e. COA; BOS; Pre-clearance; GOS; GEMA;

Minimum Requirements

Education & experience

• Matric 
• Diploma in related field will be advantageous 
• Required to work weekends, Public Holidays and shifts (Rotational)
• Previous Customer Service Experience
• Call Centre Experience
• Good knowledge of Customs Act and Procedures
• Computer literate
• Sound knowledge of the customs clearance process