Backline Advisor
DHL · Gauteng
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Start free — we apply for you →- We are looking for a customer-focused, proactive, and solutions-driven Backline Advisor to join our Customs Affairs team. This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering exceptional customer service.
What You'll Do
As a Backline Advisor, you will
- Manage customer interactions relating to customs clearance and shipment processing.
- Obtain and verify customs clearance instructions and documentation from customers.
- Collect payments required for customs clearance before submission.
- Take ownership of customer queries and proactively resolve shipment-related issues.
- Deliver outstanding track and trace support while ensuring first-time resolution wherever possible.
- Escalate shipment exceptions in line with global procedures and service standards.
- Handle inbound shipment notifications and provide timely customer updates.
- Ensure compliance with DHL Global SOPs, ISO standards, and customs procedures.
- Maintain service quality while consistently achieving agreed service level targets KPIs.
- Collaborate with internal stakeholders including Customer Service, Finance, Operations, and Customs teams.
What We're Looking For
- Matric Grade 12.
- Degree in Logistics will be advantageous
- Previous Customer Service experience/Call Centre experience.
- Accounts receivable experience.
- Good knowledge of Customs legislation, processes, and procedures.
- Computer literacy.
- Strong customer relationship management skills.