Customs Clearance Support Agent

About the role

The Customs Clearance Support Agent works within DHL’s Customer Contact Centre, acting as the primary point of contact for customers with Into Bond shipments. The role combines phone and email communication with data entry to ensure smooth customs clearance and promote DHL services.

Key responsibilities

• Contact inbound bond customers by phone or email, accurately entering shipment data into DHL applications (DCE).
• Identify and sell appropriate DHL clearance services, converting enquiries into revenue‑generating transactions.
• Provide customers with up‑to‑date information on prices, clearance times, customs paperwork and country‑specific requirements.
• Log traces and resolve issues using the SPARK system, ensuring timely follow‑up.
• Handle complaints professionally, maintaining composure while protecting DHL’s interests.
• Collaborate with front‑line colleagues and act as backup for the CIA when needed.

Required profile

• Previous experience dealing with customers face‑to‑face or over the phone in a busy service environment.
• Fluent spoken and written French and English with a courteous, confident tone.
• Strong attention to detail and ability to work effectively in a team.
• Basic computer skills and flexibility to work rostered hours, including scheduled breaks.

Required skills

• DCE application usage
• SPARK system for issue tracking
• Basic computer navigation