Job Details of Import Tracing Advisor

This form is divided into the following sections:

1. Position Identification

2. Job Purpose

3. Duties and Responsibilities

4. Key Working Responsibilities

5. Qualifications

1. Position Identification

2. Job purpose

Provide quality and professional track and trace service to all parties, particularly customers and the DHL network, aimed at resolving service problem to achieve and exceeds defined performance standards for traces and customer service gateway.

3. Duties and responsibilities

• Opening and following up GEMA request & network files, for import & export shipments without documentation

• Ensure to update all traces and networks on a daily basis

• Build sustainable relationships of trust through open and interactive communication though callback activities and outbound calls

• Obtain appropriate documents from customer / origin for smooth clearance

• Answer incoming calls and resolve customer’s queries as they arise

• Ensure that all paperwork provided to gateway is correct and duties are billed to the correct consignee

• Identify and assess customers’ needs to achieve satisfaction

• Follow NTP procedures, guidelines and policies

• Handle changes in Saudi customs policies and act upon them

• Provide full tracing services for customer by investigating shipment incidents involving, clearance, returned, missig clearance paperwork etc.

• Handle all trace enquires in accordance with service standard and process

• Deliver best in class customer service by fulfilling each customer’s unique needs while adhering to DHL policies

• Respond to customer queries regarding information on clearance, customs requirements etc.

4. KEY WORKING RELATIONSHIPS

1. Qualifications

• Education:

High School (Diploma and above is preferable)

• Personal Attributes:

Fluent Arabic / English language, written and spoken.

Positive Attitude

Team player

• Skills and proficiencies:

Typing skills

Telephone skills (Excellent)

Conflict resolution skills

Technical skills (Telephone systems, Shipment Track & Negotiation and interpersonal skills (Excellent)

Customer oriented

Good knowledge of MS Office

Excellent communication and interpersonal skills.

Problem solving skills

Following Procedures

Team Work

Product Knowledge

Time management

Adaptability

Flexibility

Ability to multi-task, prioritize and manage time effectively

• Experience:

Previous experience as a customer service representative is preferable.