{"id":3205772,"url":"https://alion.io/job/dhl-customer-service-agent-gateway","title":"Customer Service Agent Gateway","company":{"id":185428,"name":"DHL","domain":"dhl.com","url":"https://alion.io/company/dhl-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Phenom","truth_index":{"grade":"B","score":79,"open_postings":375,"ghost_share":0.011,"stale_share":0.792,"repost_share":0.032,"time_to_fill_p50_days":26,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cairo, Egypt"],"countries":["EG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-16T00:00:00Z","employer_posted_date":"2026-08-16","last_verified_at":"2026-10-25T18:56:36Z","board_verified":true,"closed_at":null,"days_open":70,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":70},"description":"Role Purpose: Responsible for managing the day-to-day operations of the Customer Service Gateway Team to ensure all regional and global operations and customer service standards are consistently achieved. This role focuses on proactively acquiring accurate information from customers to expedite customs clearance formalities, resolving complex clearance issues, and ensuring a seamless stakeholder experience.\n\nKey Responsibilities:\nDeliver exceptional customer service, ensuring all telephone and email inquiries are addressed promptly and within established service level standards.\n\nCollaborate extensively with customers and internal station teams to resolve customs clearance issues efficiently.\n\nProactively acquire and verify critical shipment information from customers to expedite clearance formalities.\n\nMaintain regular, proactive communication with internal and external stakeholders regarding the status of held shipments.\n\nAddress specific customer disputes and provide expert advice on technical customs and clearance issues.\n\nLiaise effectively with customs officials to clarify duties payable, resolve disputes, and manage problem shipments.\n\nExtract and analyze data from internal clearance systems (e.g., DCC, DCE, CIA, GIA, GEMA) to inform customers of shipment arrival and pre-clearance status.\n\nVerify that all shipments possess a Bill of Entry and accurate notification of charges prior to delivery dispatch.\n\nCoordinate the retrieval of original paperwork from the warehouse to ensure timely and compliant clearance processes.\n\nManage administrative processes by scanning paperwork, updating manual system comments, and inputting checkpoints to maintain network visibility and compliance.\n\nMaintain accurate and up-to-date customer databases to capture shipment statuses and retain vital data.\n\nMonitor operational performance to ensure all Key Performance Indicators (KPIs) are met, reporting outcomes and action plans to management.\n\nQualifications, Experience and Competencies:\nUniversity Graduate.\n\nAdvanced to fluent proficiency in both written and spoken English.\n\nProven professional experience in Customer Service, Logistics, or Customs Clearance.\n\nStrong technical proficiency in utilizing clearance and logistics tracking systems (e.g., DCC, DCE, CIA, GIA, GEMA).\n\nExceptional interpersonal skills with a demonstrated ability to build and maintain relationships with diverse stakeholders, including customs officials.\n\nHigh stress tolerance with a consistent passion for delivering outstanding customer delight in a fast-paced environment.\n\nExcellent verbal and written communication skills.\n\nMeticulous attention to detail and accuracy in data management and compliance administration.\n\nDemonstrated problem-solving abilities, specifically in resolving disputes and expediting complex operational processes.\n\nA collaborative team player who works cooperatively to achieve collective operational targets.\n\nEqual Treatment Clause: We are committed to fostering equal opportunity and strictly reject all forms of discrimination. At DHL Group, employee selection is based exclusively on individual qualification, performance, skills, and professional experience.\nWe\nWe\nWe","description_format":"text","description_chars":3203,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Logistics","Freight Forwarding","Warehousing","Courier Services"],"lifecycle":[{"event":"open","at":"2026-10-24T12:47:24Z"}],"visa":[],"liveness":{"score":7,"band":"cold","label":"Long shot","p_open":1,"p_active":0.234,"p_room":0.28,"age_days":70,"expected_fill_days":26,"reasons":["conf:2","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/dhl-customer-service-agent-gateway","json_url":"https://alion.io/job/dhl-customer-service-agent-gateway.json","meta":{"generated_at":"2026-10-25T22:11:01Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":31340,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":185428},"rest":"https://alion.io/mcp/rest/get_company?id=185428"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdhl-customer-service-agent-gateway"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdhl-customer-service-agent-gateway"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdhl-customer-service-agent-gateway"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/dhl-customer-service-agent-gateway\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdhl-customer-service-agent-gateway"}]}