Job PurposeThe Imports/Export agent is responsible on the daily import or export activities at AMM GATEWAY operations, reporting to different shifts, AMM GATEWAY agent will be holding tasks related to inbound flights recovery/clearance or outbound flights export. The agent is also responsible in helping to achieve Gateway KPI’s through effectively working together as a team with the rest of the Gateway staffs and while holding different tasks depending on shifts roster.
Principal Accountabilities
NATURE AND SCOPEContextThe Gateway import agent department has been structured to provide telephone assistance to customers (internal and external) when making inquiries, logging in customer requests, assisting customers on clearance requirements and inquiries with regards to delayed or missing shipments. The department expands DHL’s capabilities, both re-actively and pro-actively, to ensure that all customers (internal and external) experience consistently high levels of service at all times.
The multifunctional Gateway import Agent must ensure that service levels are constantly met and exceeded through accurate updates, trace escalations and regular communication with both the network and the customer.
Reporting RelationshipsReports directly to the Gateway supervisor.
ContactExternal
Internal
Problem SolvingThe job holder must take ownership of all customer inquiries and queries and provide alternatives and solutions closing it out at their end. Traces must be logged and followed up regularly to deliver optimum levels of service at all time. For escalations the jobholder must follow the network standards and consult with the Team Leader/Supervisor if unsure.
Decision MakingThe jobholder will be responsible for giving accurate clearance information to customs agents as instructed by the importer with the ultimate objective being service excellence and customer satisfaction. They must communicate all delays and other service issues to the Team leader/ Supervisor.
Planning and OrganizationThe job holder must be highly organized in while holding tasks at AMM GATEWAY, daily follow – ups and plan a course of action to ensure that set targets and goals are achieved consistently.
Job ChallengeThe jobholder must always be pro-active and energetic when dealing with customers efficiency in work practices and effective and friendly communication will be key to delighting our customers, adopt DHL “Right from first time” principle.
The jobholder must constantly strive to keep self-updated on all DHL processes, systems, products, technology and set and strive to achieve higher standards, ready to work on different shifts and Gateway operations task.
Knowledge, Skills And Experience
