Job Role : Senior Customs Support Agent (Arabic Speaker)
ABOUT THE ROLE
The Senior Customs Support Agent is a direct interface with our external customers to acquire necessary information to complete the customs clearance formalities for inbound shipments.
The job holder supports the inbound clearance with the established standards and transit times.
Deal extensively with our customers resolving customs clearance issues, whilst effectively communicating and coordinating with the other stations.
Pre-clearance is the key to achieve 100% customer satisfaction hence you should be able obtain data from the systems viz.
ELCS / DCC / CIA to inform the customer about their shipment arrivals and update status and computation along with the clearance confirmations.
Acquire accurate and up to date information from customers by phone, fax or email to expedite the custom clearance formalities.
Ensure correct documentation, faxes, paperwork and images, is prepared for custom clearance and forwarded to Ground Operations in accordance with the procedures.
Liaise with customs officials on specific duties payable and problem shipments to resolve specific disputes or provide advice on technical issues to customers.
Ensure that customer databases are maintained to capture recent status of shipments and to retain a new data for customer.
Prepare declarations as required and take responsibility for the lodgment of declarations with the authorities with the help of ground operations.
Ensure require paperwork in completed for timely and efficient clearance. Scan paperwork, extract information from CIA System and accurately input checkpoints to ensure compliance with network standards and also to update the ACA manual remarks for clear visibility to the network on the shipment most current status.
Maintain a detailed status report manually of all non-advised shipments arriving Gateway, for appropriate clearance and dispatch.
Ensure the OPMS reports are generated to see the performance progress and updated to all concern.
Ensure all RTO request are action as per GSOP and as per local regulations, example UAE Military and army shipments shouldn’t be RTO without requisite local approvals.
Ensure that all or any change in local customs regulation are communicated to business and to the customers internally and externally.
Complete and manage inventory (reports) of all on-hold shipments pending custom clearance and coordinate with Operations Agents (Sorter / Feeder) and Customer Service to follow up hold shipments.
Maintain regular contact with customers (internal and external) in relation to held shipments while maintaining a customer contact sheet.
Liaison with customers and Country CS to book pick up for collection of original documents or to delivery of any relevant documents as requested by the shipper / consignee.
GSOP / OHS / EMS are the standard DHL quality systems where you should contribute to retain its highest level of performance and also participate for the internal audits as and when requested.
Ensure that all telephone calls are answered within the DHL standards to the satisfaction of caller and to provide relevant information as requested or discussed during the telephone conversation.
Follow Gateway clearance procedures as outlined in the manual to comply with the ISO procedures and safe working practices.
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.
Use GEMA to ensure network activities and trace requests need to be actioned on time. Call-backs need to be monitored as well
Monitor and schedule a team of Customs Support Agents accordingly to nature of volume per day in a week. Ensure that all GOS reports are generated and discussed with Supervisors for monitoring call quality and grade of service.
Ensure that the Zone / O&G submission are done 100% by the team and customers are notified with the job numbers on time and report back to customer should there be any job rejections.
Excellent communication skills in English; knowledge of Arabic is a distinct advantage
1-2 years’ experience in a Customs and Excise related role, preferably in Ground Operations
Previous experience in Customer Service related role is a must with a passion to provide excellent customer service
Educated to degree standard with excellent analytical, English and numerical skills.
Proficient in usage of computers & applications
Knowledge of the UAE Customs rules & regulations.
Strong interpersonal understanding & problem solving capability
Must be a team player
Committed to delivering quality results and exceeding expectations
Must preferably have completed degree / diploma