Data Cleansing Agent

Job Purpose: Responsible for the day-to-day tasks of the CS Gateway Team while ensuring regional and global CS & operations standards of performance are achieved.

1) PRINCIPAL ACCOUNTABILITIES:

• Deal extensively with our customers resolving customs clearance issues whilst effectively communicating and coordinating with the other DHL stations.
• Coordination with Operations Agents and Customer Service to follow up hold shipments.
• Pre-clearance is the key to achieve 100% customer satisfaction hence you should be able obtain data from the systems - DCC / DCE / CIA / GIA / GEMA to inform the customer about their shipment arrivals and update status and computation along with the clearance confirmations.
• Checking tariff code currency and valuation of invoice.
• Ensure correct documentation is prepared for clearance and forwarded to Ground Operations in accordance with the procedures.
• Resolve specific disputes or provide advice on technical issues to customers.
• All KPIs to be retained to its highest level of performances all time and report to Manager / Supervisor for action.
• You should contribute to retain its highest level of performance and participate for the internal audits as and when requested.
• Ensure that customer service procedures are followed as outlined in the manual to comply with the Global SOP and safe working practices.
• Coordination with Operations Agents and Customer Service to follow up hold shipments.

2) Nature & Scope:

Context:

• Ensure that all inbound customs related inquiries either from customers or internal DHL Staff are either acknowledged and replied to by the CS Gateway team or channeled to the relevant party.

Decision Making:

• Makes timely and appropriate choices based on accurate analysis and experience. Take decisions for inbound shipments under any mode of clearance on dutiable shipments also acts with as one culture to support all stakeholders Decision Making

Planning and Organizing:

• Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and uses efficient work methods and tools.

Competency segment Leadership:

• Teamwork: Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.

Competency Segment Personal:

• Accountability: Acts responsibly. Can be counted on to keep commitments. Complies with the intent of policies procedures and agreements. Builds others trust in own professionalism integrity expertise and ability to get results.
• Communication: Provides both verbal and written information in a timely clear and concise manner. Expresses ideas effectively adjusting style tools and mode to the needs of others. Listens attentively and summarizes or asks questions when needed to clarify information.
• Self-Management: Remains calm objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive.

3) KNOWLEDGE SKILLS AND EXPERIENCE

• Bachelor degree.
• Min of XX years in XX preferably Customer service logistics or clearance.
• Good communication skills.
• High levels of stress tolerance.
• Passion for customer delight.
• Attention to detail.
• Good interpersonal skills and relationship building.
• Team player.

4) Dimensions Gateway KPIs:

• COA%: 65%
• GOS: 80% within 10 seconds
• Trace Resolution: 70%
• Clearance performance: 90%