Agent - Global BPO (Contract)

Overall Role Purpose

Responsible for countries inbound cleansing and classification of dutiable material, ensuring that customs declaration requirements are met with the required productivity and quality levels.

Responsible for SVC's outbound data entry requirements, ensuring that the standardised outbound data entry requirements are met with the required productivity and quality levels.

Key Accountabilities

Customers

• Ensure correct data is captured for customer tracking and invoicing in accordance with Full Shipment Data Capture (FSDC).
• Ensure correct customs clearance information is captured to ensure that applicable Duties and Taxes are calculated or reliefs where applicable are granted.
  
  

Stakeholders


Customs

• Ensure correct customs clearance information is captured to ensure that applicable Duties and Taxes are calculated or reliefs where applicable are granted.
• Ensure correct data is captured for risk assessments to be made using the existing systems, e.g. ICS/ECS, DPSS.
  
  

Operations

• Ensure correct data is captured for shipment movement through the Network in accordance to Global SOP and compliance to Customs requirements.
  
  

Customer Service Department

• Ensure correct data is captured for track and trace functions.
  
  

Finance Department

• Ensure correct data is captured for invoicing of shipment.
  
  

Process

• Capture data from the paperwork presented within the application in accordance with the instructions outlined.
• Identify discrepancies within the paperwork and follow exception process to allow for identification of the issues.
• Verify data present within the system, confirming accuracy and where discrepancies exist either take corrective action or where unable to resolve, follow the exception process to allow for identification of the issues.
• Be aware of the cut-off times outlined for each shipment type, each SVC, and ensure compliance with the timelines outlined are met.
  
  

People Management

• Incumbent has no direct reports and authority over country line and functional personnel. Nevertheless he/she must be able to demonstrate provision of value-added inputs into the organization's business processes.
  
  

Skills

• Minimum typing speed of 30 words per minute with 90% or higher accuracy.
• Communication skills (English), spoken and written.
• Knowledge of DHL operations, systems, products, services and procedures.
  
  

Educational & Skills

• Diploma or Bachelor's Degree