Call Center Agent

• Provide a high level of customer service and professionalism, taking into account the consideration that all DHL customers have an express requirement and are looking for instant and immediate action.

• Follow Gateway clearance procedures as outlined in the manual to comply with the GSOP procedures and safe working practices.

• Provide daily updates on clearance status of all shipments held in customs for clearance on ACA

• Daily check points to be created for network visibility using appropriate exception codes.

• Track and trace shipments in adherence to DHL’s network trace standards and investigate thoroughly undelivered, returned, delayed, lost, damaged and held shipments. Ensure that the customer is fully updated on any query or issue within the agreed time

• Maintain a thorough knowledge of all departments, DHL network, products and services so that customers are provided with accurate information on transit times, clearance delays, custom paperwork requirements, packing, accounting and sales queries with confidence at all times.

• Highlight any recurring problems that are manifested through traces and then direct the information accordingly so that corrective actions can be taken promptly.

YOUR PROFILE:

• Proven ability to work under pressure in a fast paced, time sensitive environment

• Sound educational back ground with knowledge of the Service Industry, an added advantage

• Good oral and written communication skills – English & Arabic preferable

• Tolerance for stress in a fast paced working environment.

• Adheres to policies and procedures

• Possesses good relationship building and interpersonal skills

• Ability to effectively contribute as a team member as part of a busy team