Backline Advisor –
Job Title: Backline Advisor (Contact Centre)
Company: DHL Express South Africa
Location: Midrand, Gauteng, South Africa
Employment Type: Permanent, Full-Time
Industry: Logistics, Supply Chain & Customer Service
Department: Customs Affairs – Contact Centre
Reporting To: GTW Contact Centre Supervisor
Travel Required: None
Minimum Qualification: Grade 12 (Matric)
Job Overview
DHL Express, one of the world’s leading international logistics companies, is looking for a customer-focused and solutions-driven Backline Advisor to join its Customs Affairs Contact Centre team in Midrand. This role is ideal for individuals with customer service or call centre experience who enjoy solving problems, assisting customers, and working in a fast-paced environment.
As a Backline Advisor, you will be responsible for assisting customers with customs clearance, shipment processing, and delivery-related enquiries. You will work closely with internal departments to ensure shipments move efficiently through customs while providing excellent customer service throughout the process. Your ability to communicate effectively, resolve customer concerns quickly, and maintain high service standards will play an important role in the overall customer experience.
This position offers the opportunity to work for a globally recognised organisation that values innovation, teamwork, continuous learning, and career development.
Minimum Requirements
Applicants should meet the following requirements:
- Grade 12 (Matric).
- A qualification in Logistics will be advantageous.
- Previous customer service or call centre experience.
- Accounts receivable experience will be beneficial.
- Good understanding of customs legislation, customs processes, and procedures.
- Computer literacy.
- Strong customer relationship management skills.
- Excellent communication and interpersonal skills.
- Ability to work accurately under pressure in a fast-paced environment.
Key Responsibilities
As a Backline Advisor, your responsibilities will include:
- Manage customer enquiries relating to customs clearance and shipment processing.
- Obtain and verify customs documentation and clearance instructions from customers.
- Collect payments required for customs clearance before processing shipments.
- Take ownership of customer queries and ensure issues are resolved efficiently.
- Provide track and trace support while aiming for first-contact resolution.
- Escalate shipment exceptions according to DHL global procedures and service standards.
- Handle inbound shipment notifications and keep customers updated throughout the clearance process.
- Ensure compliance with DHL Standard Operating Procedures (SOPs), ISO standards, and customs regulations.
- Meet service level agreements (SLAs) and key performance indicators (KPIs).
- Work closely with Customer Service, Finance, Operations, and Customs teams to ensure smooth shipment processing.
- Maintain accurate customer records and documentation.
- Deliver professional, efficient, and friendly customer service during every interaction.
Skills and Competencies
Successful candidates should possess:
- Excellent customer service skills.
- Strong verbal and written communication abilities.
- Problem-solving and decision-making skills.
- Attention to detail.
- Time management and organisational skills.
- Ability to multitask and prioritise workload.
- Computer proficiency.
- Relationship-building and interpersonal skills.
- Ability to work independently and within a team.
- Professionalism, accountability, and integrity.
Why Join DHL Express?
DHL Express is recognised as one of the world’s leading logistics companies and one of the best employers globally. Employees enjoy working in a diverse, inclusive, and supportive environment where learning and career growth are encouraged.
By joining DHL, you will have the opportunity to:
- Build your career with a globally respected international company.
- Gain valuable experience in logistics, customs, and international shipping.
- Work alongside experienced professionals in a collaborative environment.
- Develop your customer service and problem-solving skills.
- Access ongoing learning and career development opportunities.
- Contribute to a company that connects people and businesses across the world.
If you’re passionate about helping customers, enjoy working in a contact centre environment, and want to grow your career with one of the world’s most recognised logistics companies, this Backline Advisor opportunity at DHL Express is an excellent opportunity to consider.
Company: DHL Express South Africa
Position: Backline Advisor (Contact Centre)
Location: Midrand, Gauteng
Employment Type: Permanent, Full-Time
Minimum Qualification: Grade 12 (Matric)
Experience Required: Previous customer service or call centre experience (logistics/customs knowledge advantageous).
CLICK HERE TO APPLY