Backline Advisor

IT’S NOT JUST AN OPPORTUNITY TO GET ON THE CAREER LADDER.

IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER

Why do people call us the world’s most international company? Is it because we operate in more countries than any other logistics provider? Is it because we invented cross border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world. And the more we can connect people, the better life on earth becomes.

We love our role in the world. And we’re looking for the right people to help us maintain – and grow it. People like you

Backline Advisor - Contact Centre

Reports to: GTW Contact Centre Supervisor

RCS: Grade N

Location: Midrand Offices

Why You’ll Love This Role

At DHL Express, our people are at the heart of everything we do. We are looking for a customer-focused, proactive, and solutions-driven Backline Advisor to join our Customs Affairs team. This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering exceptional customer service.

What You’ll Do

As a Backline Advisor, you will:

• Manage customer interactions relating to customs clearance and shipment processing.
• Obtain and verify customs clearance instructions and documentation from customers.
• Collect payments required for customs clearance before submission.
• Take ownership of customer queries and proactively resolve shipment-related issues.
• Deliver outstanding track and trace support while ensuring first-time resolution wherever possible.
• Escalate shipment exceptions in line with global procedures and service standards.
• Handle inbound shipment notifications and provide timely customer updates.
• Ensure compliance with DHL Global SOPs, ISO standards, and customs procedures.
• Maintain service quality while consistently achieving agreed service level targets (KPIs).
• Collaborate with internal stakeholders including Customer Service, Finance, Operations, and Customs teams.

What We’re Looking For

• Matric (Grade 12).
• Degree in Logistics will be advantageous
• Previous Customer Service experience/Call Centre experience.
• Accounts receivable experience.
• Good knowledge of Customs legislation, processes, and procedures.
• Computer literacy.
• Strong customer relationship management skills.

Why Join DHL?

• At DHL Express, you'll become part of a global organisation recognised as one of the world's best employers. We offer an inclusive workplace where innovation, collaboration, and continuous development are encouraged. You'll have the opportunity to grow your career while making a meaningful impact on our customers and business.
• If you are passionate about delivering exceptional customer experiences and want to build your career with the world's leading international express logistics company, we'd love to hear from you.