Customer Service Agent- Special Clearance

DHL Express Egypt - Cairo, Egypt

Applicants for
1 open position
Experience Needed:
0 to 3 years
Career Level:
Entry Level
Job Type:
Full Time
Arabic, English
1 open position
About the Job

Job Purpose:

  • The position is responsible for providing a pro-active, prompt, reliable, and professional personalized service to DHL’s most valued customers in the area of customs clearance processes also to act as link between our customers & the Gateway customs clearance department - GCD "Gateway Operations Department".
  • Respond to internal and external customer requests for the held shipment customs related information in a timely and professional manner to ensure held shipments are processed to achieve optimum clearance times, "All ACBs must be completed within 1 hour".
  • Ensure global service excellence by achieving productivity, trace performance and quality targets.
  • Provide customers with a pro-active customer service including:
  •  Alerting customers to service failures.
  • Alerting customers to delays in Clearance.
  • Adherence to approved gateway operations / special clearance - Service Level Agreement.
  • Assist with resolution of the trace files where the problems specifically related to customs issues to support the prompt resolution of the files.
  • To gather and make available of the shipment customs clearance steps process to our customer service team, the most up to date customs information through appropriate channels (ACA & CCMS).
  • To provide statistics and analysis to the special clearance services supervisor and the special clearance services manager to allow making informed decisions related to customers requests.
  • Foster team approach with all fellow team members to achieve yearly department objectives and targets.
Job Requirements
  • Bachelor's Degree.
  • 0-3 years experience in Air Freight.
  • Prepared to work long hours as required.
  • Computer literate.
  • Excellent oral and written communication skills in English & Arabic. 
About this Company

DHL is present in over 220 countries and territories across the globe, making it the most international company in the world. With a workforce exceeding 315,000 employees, we provide solutions for an almost infinite number of logistics needs.

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