Jobs at DHL

What you’ll own

• Provide first‑time ideal solutions to drive customer satisfaction.
• Respond confidently and accurately to queries on customs requirements, transit times, and pricing.
• Enhance the customer experience through professionalism, empathy, and efficient problem‑solving.
• Handle customer emails and Live Chat within agreed SLAs.
• Implement ISO standards and always comply with DHL policies and procedures.
• Ensure adherence to Centre of Excellence guidelines and GRBP standards.
• Prepare high‑quality written communication aligned with DHL branding guidelines.
• Ensure all email communication is done through MCT; personal email accounts may not be used.
• Organize and prioritize remote booking requests, registering bookings for DHL services.
• Work closely with Operations and cross‑functional teams for swift resolution of customer concerns.
• Ensure correct use of DHL tools such as SPARK, Ccaass, MCT, CSV, GSD, and Global Imaging, including adherence to scheduling and AUX codes.
• Provide customers with alternatives and identify potential sales leads or value‑added services.
• Promote and sell DHL Value‑Added Products and Services; submit leads for new business opportunities.
• Approve discounts within policy limits and in alignment with profitability guidelines.
• Ensure compliance with Cash Payment and Quote Conversion processes.
• Achieve all local and global Service Desk KPIs, consistently performing at or above target.
• Listen to the voice of the customer to identify improvement areas and collaborate internally on solutions.
• Recommend enhancements to systems, procedures, and service models to elevate customer experience.
• Conduct monthly or quarterly customer reviews to track progress and implement improvements.
• Handle escalated complaints using cost‑effective recovery options and root‑cause corrective action.
• Escalate complaints with potential legal or financial impact to Customer Care.
• Collaborate with Customer Service Management to ensure seamless service delivery.
• Assist with any additional tasks required to ensure CS operations run efficiently and meet network standards.

What we are looking for

• NSC Matric Certificate (required).
• Diploma, Degree, or NQF‑equivalent qualification (advantageous).
• Minimum 2 years’ customer service experience in a service industry; courier industry experience preferred.
• Strong operational knowledge and understanding of the DHL Network.
• Intermediate computer literacy and familiarity with call centre tools (telephony, track & trace, booking systems).
• Excellent Business English communication skills — both written and verbal.
• Strong telephone etiquette, conflict resolution, negotiation, problem‑solving, and interpersonal skills.
• Experience handling customer interactions across non‑voice channels (email, live chat, social media) is an added advantage.
• Ability to perform effectively under pressure.

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Dangerous Goods & Safety Compliance

• Enforce Dangerous Goods compliance under the IMDG Code and IMO / SOLAS
• Ensure DG declarations, documentation and processes are correct, complete, and auditable.
• Coordinate DG audits and corrective actions.

Security Filings & Trade Compliance Oversight

• Ensure compliance with applicable security filing regimes, including ISF, AMS, ENS and ICS2
• Enforce timeliness, accuracy and evidence retention

FMC / OSRA Governance and Enforcement

Act as the regional enforcement authority for FMC / OSRA compliance covering:

• OTI / NVOCC / Freight Forwarder roles
• NRA / NSA discipline and acceptance
• Tariff and rate governance
• OSRA‑compliant billing and D&D transparency
• Ensure that non‑compliant activity is prevented upstream, not corrected after the fact.
• Maintain the Regional Delegation of Authority (DoA) Matrix for all FMC‑relevant activities
• Ensure the DoA is explicit, role‑based and enforced operationally and systemically
• Resolve conflicts where commercial pressure conflicts with regulatory compliance obligations.

FMC / OSRA Control Effectiveness

Ensure preventive and detective controls are operating effectively across the Region, including:

• Rate‑source lock
• NRA acceptance capture
• D&D invoice compliance checks
• Evidence integrity and retention
• Drive remediation where controls are bypassed, inconsistently applied, or ineffective.
• Ensure regional execution complements global control design and testing

Audit Readiness & Evidence Pack Management

• Own regional audit readiness for internal mock audits, global assurance testing, FTA’s and external audits from regulators including but not limited to BEIC / FMC audits
• Coordinate compilation of complete, indexed evidence packs across all countries in-region.
• Ensure evidence packs meet regulatory requirements, retention timelines and global controls & assurance standards

Monitoring, Testing & Coordination

• Coordinate regional execution of monitoring and testing activities led by Global Controls & Assurance.
• Support shipment‑level audits and deep dives by ensuring availability of files and data, providing regional context and driving immediate containment actions where required

Corrective & Preventive Action (CAPA) Governance

• Ensure all MAJOR and CRITICAL findings in the Region have documented root cause analysis, assigned accountable owners and evidence‑based closure
• Track recurrence and drive preventive actions.
• Escalate systemic or repeated failures promptly.

Training, Awareness and Capability Building

• Enforce mandatory training and certification for all in‑scope roles.
• Ensure 100% FMC certification before access to U.S.‑trade execution (training-based system access gating).
• Ensure 100% DG certification before access DG shipment execution (training-based system access gating).
• Ensure training content reflect real audit findings, regional risk patterns and enforcement exposure
• Maintain LMS completion data for gating and audit evidence.

Agent & Third‑Party Compliance

• Enforce agent compliance standards, including FMC registration / eligibility verification, periodic attestations and risk‑based sampling of agent‑handled files
• Suspend or restrict agent activity where compliance risk exists

Operating Model & Cadence

• Daily “red queue” review (blocked bookings/invoices, missing NRA acceptance, missing D&D fields, etc)
• Weekly regional compliance audits/sampling, capturing of top exceptions (Pareto), identification of repeat causes and assignment of CAPA owners and due dates
• Monthly Regional Assurance Review and reporting including sampling results, CAPA status and compliance training completions status
• Monthly consolidated regional reporting inputs to global Board pack

Now, here is what we need from you!

• Deep hands‑on knowledge of FMC / OSRA and maritime compliance
• Strong operational enforcement capability
• Audit readiness and evidence discipline
• High credibility with senior operational leadership
• Degree in Compliance, Law, Supply Chain, or Business preferred
• 8–15+ years in ocean freight operations, compliance, or audit roles
• Demonstrated experience handling FMC / OSRA compliance in practice
• Strong leadership in a matrix environment
• Fluent in English; additional languages are an advantage.
• Willing and able to travel approximately 15%.