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customer service associate

associate director - customer success Jobs in Arabic English Cairo Egypt Jobs In Cairo Jobs In Credit Digitalization Jobs In Cairo Jobs In Cairo

associate director - customer success

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automotive product expert

cadillac – customer experience & network executive Jobs in Arabic English Cairo Egypt Jobs In Cairo Jobs In Credit Digitalization Jobs In Cairo Jobs In Cairo

cadillac – customer experience & network executive

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chief commercial officer

cadillac customer experience network executive

Al-Mansour Automotive

<div>
 
 
 Cadillac &ndash; Customer Experience &amp; Network Executive
 
 
 
 
 
 
 The
 
 Customer Experience &amp; Network Executive
 
 supports the execution of customer-centric initiatives across the Cadillac network by contributing to marketing insights, brand storytelling, and operational excellence. The role focuses on supporting a seamless, premium customer experience across all touchpoints while assisting in dealer performance and customer loyalty initiatives.
 
 
 This position combines
 
 hands-on execution
 
 ,
 
 data-driven support
 
 , and
 
 cross-functional coordination
 
 to contribute to customer experience programs, CRM operations, and training activities for both sales and aftersales teams.
 
 
 The executive will support the
 
 monitoring and follow-up of customer experience and CRM processes
 
 , assisting in reviewing the end-to-end customer journey from both customer and dealership perspectives. This includes contributing to the review of key interaction points such as initial inquiries, marketing communications, showroom and digital experiences, and after-sales support and retention activities.
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 
 <ul>
 <li>
 
 Customer Experience Execution:
 
 Support the implementation of customer experience initiatives to improve satisfaction and loyalty across all customer touchpoints.
 </li>
 <li>
 
 Network Support:
 
 Assist in monitoring dealership compliance with brand standards to ensure consistent delivery of premium customer experience.
 </li>
 <li>
 
 Network Expansion Support:
 
 Support activities related to distribution network expansion in line with the overall growth plan.
 </li>
 <li>
 
 Dealer Coordination:
 
 Coordinate with dealership teams and the Training Academy on training activities, support requests, and performance follow-up.
 </li>
 <li>
 
 CRM Support:
 
 Assist in operating CRM systems, tracking customer data, and supporting engagement and retention initiatives.
 </li>
 <li>
 
 Performance Tracking:
 
 Support the analysis of customer feedback, satisfaction scores, and network KPIs to identify improvement areas.
 </li>
 <li>
 
 Call Center Follow-up:
 
 Assist in monitoring call center performance and follow up on action items with relevant stakeholders.
 </li>
 <li>
 
 Brand Alignment:
 
 Ensure customer-facing activities are aligned with Cadillac brand values and premium positioning.
 </li>
 <li>
 
 Cross-functional Collaboration:
 
 Support coordination with marketing teams to integrate customer insights into campaigns, service design, and content.
 </li>
 <li>
 
 Online-to-Offline Journey:
 
 Support maintaining a seamless Online-to-Offline customer journey across all customer touchpoints.
 </li>
 <li>
 
 Digital Support:
 
 Assist in customer-facing digital initiatives including website, app, showroom, and workshop systems.
 </li>
 <li>
 
 Omnichannel Support:
 
 Contribute to omnichannel customer journey governance and continuous improvement initiatives.
 </li>
 </ul>
 
 
 
 
 
 Qualifications &amp; Experience
 
 
 
 
 
 <ul>
 <li>
 
 1&ndash;3 years of experience
 
 in customer experience, marketing, CRM, customer operations, or a related field.
 </li>
 <li>
 Basic understanding of
 
 customer journey mapping, brand positioning, and CRM tools
 
 .
 </li>
 <li>
 Proven Experience to:
 </li>
 <li>
 Digital and offline marketing campaigns
 </li>
 <li>
 Customer data tracking and reporting
 </li>
 <li>
 Customer feedback analysis and NPS tracking
 </li>
 <li>
 Content coordination and brand messaging
 </li>
 <li>
 Basic analytics tools such as Google Analytics, Power BI, or similar
 </li>
 <li>
 Strong coordination and communication skills.
 </li>
 <li>
 Ability to work cross-functionally with sales, service, marketing, and operations teams.
 </li>
 </ul>
 
 
</div>

Cadillac – Customer Experience & Network Executive

Valleysoft | Center of Excellence

<div>
 ValleySoft is seeking an experienced
 
 Public Sector / Government Account Manager
 
 to drive growth and expand our footprint within the government sector. This role is responsible for developing strategic relationships with government entities, identifying opportunities, and leading complex solution sales across software, hardware, and services portfolios.
 
 
 The ideal candidate has a strong government network, deep understanding of national technology priorities, and a proven track record of closing complex, high-value deals.
 
 
 
 Responsibilities:
 
 
 
 <ul>
 <li>
 Own and grow ValleySoft's business within assigned government and public sector accounts
 </li>
 <li>
 Build and maintain strong relationships with key decision-makers, influencers, and stakeholders across ministries, authorities, and government agencies
 </li>
 <li>
 Identify, qualify, and manage complex sales opportunities from lead generation through deal closure
 </li>
 <li>
 Understand government digital transformation strategies, ICT roadmaps, and national priorities, and align ValleySoft's offerings accordingly
 </li>
 <li>
 Lead solution positioning in collaboration with technical, presales, and vendor teams (IBM, Red Hat, and others)
 </li>
 <li>
 Drive opportunities across key solution areas including:
 </li>
 <ul>
 <li>
 Digital Transformation
 </li>
 <li>
 Enterprise Integration
 </li>
 <li>
 Data, Analytics &amp; AI
 </li>
 <li>
 Servers &amp; Storage
 </li>
 <li>
 Process Automation
 </li>
 <li>
 Digital Archiving &amp; Content Management
 </li>
 <li>
 Manage RFPs, tenders, and bid processes end-to-end
 </li>
 <li>
 Develop account plans, sales forecasts, and pipeline reports
 </li>
 <li>
 Ensure customer satisfaction and long-term account growth
 
 
 </li>
 </ul>
 </ul>
 
 Requirements
 
 
 
 
 Experience
 
 
 
 <ul>
 <li>
 Proven experience (typically 7+ years) selling complex technology solutions to government or public sector entities
 </li>
 <li>
 Strong, established network within government organizations
 </li>
 <li>
 Solid understanding of the government's technology strategy, regulations, and procurement processes
 </li>
 <li>
 Demonstrated success in selling both software and hardware solutions
 </li>
 <li>
 Experience working with enterprise vendors such as IBM, Red Hat, or similar global technology providers
 </li>
 <li>
 Strong consultative selling and solution-selling skills
 </li>
 <li>
 Ability to engage at senior and executive levels within government organizations
 
 
 </li>
 </ul>
 
 Key Skills &amp; Competencies
 
 
 
 <ul>
 <li>
 Strategic account management
 </li>
 <li>
 Complex deal structuring and negotiation
 </li>
 <li>
 Strong communication and presentation skills
 </li>
 <li>
 Ability to translate business challenges into technology solutions
 </li>
 <li>
 Collaborative mindset and ability to work across cross-functional teams
 </li>
 <li>
 High level of professionalism, integrity, and accountability
 
 
 </li>
 </ul>
 
 Benefits
 
 
 
 <ul>
 <li>
 Private Health Insurance
 </li>
 <li>
 Training &amp; Development
 </li>
 </ul>
</div>

Public sector/Government Account Manager

PROMETEON TYRE GROUP

<div>
 
 
 About Us
 
 
 
 Established in 2017 as a Pirelli spin-off, Prometeon Tyre Group is the only tyre manufacturer that focuses entirely on the Industrial, namely transport of goods and people, Agro and Off the Road (OTR) sectors.
 
 
 With a more than 8,000 employees across 30 nationalities, 4 manufacturing sites, 4 R&amp;D centers and a commercial presence spanning 160 countries in 5 continents, the Company is the trusted partner for everyone who demands high-quality industrial tyres with a special focus on performance and sustainability.
 
 
 
 
 
 
 Job Summary
 
 
 
 We are looking for a motivated and customer-focused
 
 Sales Representative
 
 to support the execution of our sales strategy and drive growth within the assigned territory. The role focuses on building strong, long-term relationships with customers, increasing market share, and identifying new business and development opportunities.
 
 
 The Sales Executive will manage sales negotiations, achieve targets related to volume, pricing, and product mix, and collaborate closely with internal teams and the PTE network to ensure high customer satisfaction across quality, logistics, after-sales service, and marketing. The role also contributes to business planning through accurate sales forecasting, performance reporting, and market and competitor insights.
 
 
 This position is ideal for a recent graduate or early-career professional with strong communication, negotiation, and presentation skills who is eager to grow in a dynamic sales environment.
 
 
 
 
 
 
 Job Description
 
 
 
 
 Main Duties &amp; responsibilities.
 
 
 <ul>
 <li>
 Build and strengthen the contacts with customers to build a loyal long-term relationship and increase Prometeon share with them.
 </li>
 <li>
 Implementation of Sales strategy in the assigned sales territory.
 </li>
 <li>
 Assure the acquisition of new projects of development in cooperation with customers.
 </li>
 <li>
 Carry out negotiations and sales activities in order to achieve the sales targets in terms of Volumes, Prices, Product mix, Delivery period, Payment term, collections, Overdue &hellip;etc.
 </li>
 <li>
 Monitor and support customer&rsquo;s progresses in all the functions/areas involved: Market Quality, After Sales Service, Logistic and Marketing to maintain customers satisfaction.
 </li>
 <li>
 Cooperate / Coordinate with team and PTE network the indirect sales for big and strategic customers to avoid the business conflicts.
 </li>
 <li>
 Contribute to the planning process of the business, by providing sales forecasts in terms volume, price and product mix.
 </li>
 <li>
 Report business results versus planned target.
 </li>
 <li>
 Provide regular feedback on company performance and competitors activities.
 </li>
 </ul>
 
 
 
 
 
 Job Requirements
 
 
 
 
 Main Requirements:
 
 
 <ul>
 <li>
 
 Holds a BSc in Business or relevant major.
 
 </li>
 <li>
 0-1 years of experience (experience in a relevant field is a plus).
 </li>
 </ul>
 
 
 
 
 
 Personal Qualifications&amp; Interpersonal skills:
 
 
 <ul>
 <li>
 Ability to communicate properly with diversified customer networks.
 </li>
 <li>
 Ability to promote our products efficiently.
 </li>
 <li>
 Ability to build a sustainable long-term relation with customers and follow up on their needs.
 </li>
 <li>
 Ability to work with teams and high sense of cooperation.
 </li>
 <li>
 Strong negotiation skills and ability to well handle sales deals.
 </li>
 <li>
 Strong interpersonal skills.
 </li>
 <li>
 Strong Presentation Skills.
 </li>
 <li>
 Good command of Microsoft office (Word, Excel &amp; PowerPoint)
 </li>
 <li>
 Ability to communicate properly in English (Verbal-Written)
 </li>
 </ul>
 
 
</div>

Sales Representative

Alnafitha IT

<div>
 
 
 
 Business Overview:
 
 
 
 
 
 
 
 
 Alnafitha IT is a leading independent provider of IT services and solutions in Saudi Arabia, founded in 1993.
 
 
 
 As a fully Saudi-owned company, we have established ourselves from a startup business to a market leader, offering a comprehensive range of IT solutions tailored to meet the unique requirements of our clients.
 
 
 
 Our expertise spans across various domains, including Microsoft, AWS, ManageEngine, and Zoho Solutions, ensuring that we deliver strategic IT solutions that drive digital transformation and operational excellence to our clients.
 
 
 
 
 
 
 With over 30 years of experience, Alnafitha IT has successfully completed more than 4,000 projects, serving over 3,000 satisfied customers, and collaborating with 65+ partners.
 
 
 
 Our commitment to excellence is evident in our customer-centric approach, which emphasizes engagement, collaboration, and a relentless pursuit of quality in every interaction
 
 
 
 Our vision is to be the Kingdom's most customer-centric provider for digital transformation and consultation, fostering innovation and excellence in all our solutions. We are dedicated to optimizing operational efficiency and ensuring effective resource utilization to enhance customer satisfaction and profitability
 
 
 
 
 
 
 At Alnafitha IT, we believe in empowering our employees and nurturing their growth, which is essential for driving leadership in technology and customer satisfaction. As we continue to expand our presence in the IT landscape, we remain committed to delivering cutting-edge solutions that not only meet but exceed our clients' expectations.
 
 
 
 
 
 
 
 Job Summary/Objective
 
 
 
 
 
 
 
 
 
 
 
 
 The Senior Cybersecurity Technical Engineer plays a critical role in designing, implementing, and securing enterprise network infrastructures. This role requires deep technical expertise in network security technologies, hands-on project delivery experience, and the ability to serve as a trusted advisor to both internal teams and clients. The engineer will be responsible for full lifecycle solution delivery &mdash; from presales consultation and architecture design to deployment, troubleshooting, and ongoing support &mdash; ensuring robust, enterprise-grade cybersecurity solutions that align with organizational and client requirements.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 Key Responsibilities:
 
 
 
 
 
 &bull;
 
 Solution Design &amp; Implementation
 
 
 
 
 &bull; Design, configure, implement, and support Palo Alto Networks solutions (Next-Gen Firewalls, Panorama, SD-WAN) to ensure secure, scalable, and resilient perimeter and branch network protection using industry-leading technologies
 
 
 
 &bull; Deliver full lifecycle implementation and support for Fortinet products (FortiGate, FortiNAC, Fortinet SD-WAN) to provide end-to-end security coverage across enterprise environments, enhancing visibility and control.
 
 
 
 &bull; Deliver secure network architectures and systems engineering configurations to ensure that solutions meet organizational and customer security requirements while optimizing performance.
 
 
 
 &bull;
 
 Technical Support &amp; Troubleshooting
 
 
 
 
 &bull; Provide end-to-end expertise in enterprise and data center firewall environments (Palo Alto &amp; Fortinet) to safeguard critical infrastructure and maintain compliance through robust firewall policies and architectures.
 
 
 
 &bull; Participate in complex troubleshooting and provide advanced technical support to minimize downtime, resolve critical incidents efficiently, and maintain customer trust.
 
 
 
 &bull; Solve complex technical challenges independently and efficiently to demonstrate ownership, ensure project success, and uphold high standards of technical delivery.
 
 
 
 &bull;
 
 Documentation &amp; Knowledge Transfer
 
 
 
 
 &bull; Develop and maintain technical documentation (architectures, HA designs, traffic flows, stakeholder mappings) to ensure knowledge transfer, operational consistency, and continuity of service delivery.
 
 
 
 &bull; Lead POCs, workshops, demos, and customer handovers to validate solutions, build client confidence, and ensure smooth operational transitions post-deployment.
 
 
 
 &bull;
 
 Technical Advisory &amp; Collaboration
 
 
 
 
 &bull; Act as a technical advisor/SME to Sales and Presales teams to support solution alignment with client needs, strengthen technical credibility, and enhance win rates in presales engagements.
 
 
 
 &bull; Maintain strong technical expertise across cybersecurity domains and vendor solutions (Palo Alto, Fortinet, F5, Infoblox) to stay ahead of emerging threats, support cross-technology integration, and strengthen solution portfolios.
 
 
 
 &bull; Contribute added value with expertise in F5 technologies and familiarity with DDI solutions (Infoblox or equivalent) to enhance solution breadth, covering application delivery and DNS/DHCP/IPAM security needs.
 
 
 
 
 
 
 Requirements
 
 
 
 
 
 Qualifications
 
 
 
 
 
 &bull;
 
 Education
 
 : Bachelor's degree in computer science
 
 , Engineering, or related field
 
 (or equivalent)
 
 
 
 &bull;
 
 Experience
 
 : Minimum 5&ndash;7 years of professional experience in network security and cybersecurity solution delivery, with proven expertise in Palo Alto, Fortinet, and related technologies
 
 
 <ul>
 <li>
 Demonstrated deep technical expertise with Palo Alto and Fortinet (strategic design, advanced configuration, implementation, and support).
 
 </li>
 <li>
 Strong background in
 
 enterprise and data center network security
 
 
 </li>
 <li>
 Proven, high-level technical experience with F5 technologies, specifically including, but not limited to, BIG-IP LTM (Local Traffic Manager), AFM (Advanced Firewall Manager), and AWAF (Advanced Web Application Firewall)
 
 </li>
 <li>
 Design, implement, and maintain complex F5-based security architectures and policies to protect enterprise applications
 
 </li>
 <li>
 Strong
 
 problem-solving, communication, and client engagement skills
 
 (Arabic &amp; English)
 
 </li>
 <li>
 Ability to work independently and within cross-functional teams
 
 </li>
 </ul>
 
 &bull;
 
 Preferred Certifications
 
 
 
 
 &bull; Palo Alto Networks:
 
 PCNSE
 
 
 
 
 &bull; Fortinet:
 
 NSE5 or higher
 
 
 
 
 &bull; F5:
 
 Certified Technology Specialist
 
 
 
 
 &bull; Cisco:
 
 CCNP Security or CISSP
 
 or equivalent
 
 
 
 
</div>

Senior Cybersecurity Network Engineer

Orange Business

<div>
 
 About Us
 
 
 
 Join us at Orange Business!
 
 
 We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.
 
 
 Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.
 
 
 
 About The Role
 
 
 
 Operations Manager &ndash; Network &amp; Security Operations
 
 
 
 Overview
 
 
 
 At Orange Cyberdefense Egypt, we are building a high-performing dedicated SOC team for one of our major worldwide tobacco customers.
 
 
 We&rsquo;re looking for an Operations Manager to lead and manage a team of 13 technical experts (L2 Engineers, Senior L2 Engineers, Technical Owners, L3 Engineers, and Technical Implementation Owners). This role ensures operational excellence, customer satisfaction, and successful delivery of complex network and security projects.
 
 
 
 Responsibilities
 
 
 
 Team Leadership &amp; Management
 
 
 Lead and manage a team of 13 engineers across multiple roles (L2, Senior L2, Technical Owners, L3, and TIO).
 
 
 Define team objectives, allocate resources, and monitor performance against KPIs and SLAs.
 
 
 Conduct regular team meetings, performance reviews, and career development plans.
 
 
 Foster a culture of collaboration, accountability, and continuous improvement.
 
 
 Operational Oversight
 
 
 Ensure adherence to customer SLAs for incident, change, and problem management.
 
 
 Oversee escalation processes and ensure timely resolution of critical incidents.
 
 
 Validate and approve major changes, migrations, and infrastructure upgrades.
 
 
 Monitor operational dashboards and ensure proactive risk management.
 
 
 Customer Engagement
 
 
 Act as the primary operational point of contact for the customer.
 
 
 Participate in governance meetings and provide operational reports, RCA summaries, and improvement plans.
 
 
 Build strong relationships with customer stakeholders and ensure alignment with business objectives.
 
 
 Project &amp; Change Management
 
 
 Oversee technical implementation of large-scale projects (hardware migrations, new site deployments, infrastructure upgrades).
 
 
 Coordinate with project managers and technical owners to ensure successful delivery.
 
 
 Ensure compliance with change management processes and risk mitigation strategies.
 
 
 Vendor &amp; Stakeholder Coordination
 
 
 Manage relationships with vendors for advanced troubleshooting, hardware replacements, and software updates.
 
 
 Collaborate with internal and external stakeholders to support strategic initiatives.
 
 
 Continuous Improvement
 
 
 Identify opportunities to optimize operational efficiency and service delivery.
 
 
 Drive automation and process improvements across the team.
 
 
 Stay updated on emerging technologies and industry best practices.
 
 
 
 Education
 
 
 
 
 About you
 
 
 
 Bachelor&rsquo;s degree in Computer Science, Network Engineering, or related field (Master&rsquo;s degree is a plus).
 
 
 
 Experience
 
 
 
 Minimum 10+ years in Infrastructure/network/security operations, with at least 3+ years in a leadership role.
 
 
 Proven experience managing large technical teams and complex projects.
 
 
 
 Skills
 
 
 
 Strong leadership and people management skills.
 
 
 Excellent communication and stakeholder management capabilities.
 
 
 Deep understanding of network and security technologies (FortiGate, F5, Cisco, Ivanti, SD-WAN).
 
 
 Strong decision-making and problem-solving skills under pressure.
 
 
 Fluent in English (writing and speaking).
 
 
 
 Certifications (Highly Desirable)
 
 
 
 ITIL Foundation or higher (for process and service management).
 
 
 PMP or Prince2 (for project management).
 
 
 Technical certifications such as CCNP/CCIE, F5 CTS, Fortinet NSE are a plus.
 
 
 You bring open mindedness, ability to handle pressure, leading with courage and empathy, assertiveness and communicate effectively.
 
 
 
 What We Offer
 
 
 
 <ul>
 <li>
 Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
 </li>
 <li>
 Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
 </li>
 <li>
 Professional Development: training programs and upskilling/re-skilling opportunities.
 </li>
 <li>
 Career Growth: Internal growth and mobility opportunities within Orange.
 </li>
 <li>
 Caring and Daring Culture: Health and well-being programs and benefits, diversity &amp; inclusion initiatives, CSR and employee connect events.
 </li>
 <li>
 Reward Programs: Employee Referral Program, Change Maker Awards.
 
 
 </li>
 </ul>
 
 Only Your Skills Matter
 
 
 
 Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.
</div>

Operations Manager

PepsiCo

<div>
 
 Overview
 
 
 
 This role is responsible for supporting GBS Supply Chain team with general customer service administration, order management and order fulfilment and execution support. It will require a collaboration with all departments supporting SC in terms of solving daily order issues and implementing business actions. The vital link between retailers, our distribution network and wider Customer Services Team for day-to-day orders and delivery process &amp; ultimately to make sure our custmers get the products &amp; service they need.
 
 
 
 Responsibilities
 
 
 
 
 Order Management &amp; Order Fulfillment:
 
 
 
 <ul>
 <li>
 Process customer orders: EDI, Open text and manual, samples, LC, interco and export
 </li>
 <li>
 Deal with customer queries - Deliveries / shortages / CC / Transport / commercial / finance/ traffic planning / 3PL.
 </li>
 <li>
 Failure management - re process, cancel and comms to customers, transport and CC Respond to issues/queries from a number of sources (Phone, emails 24/7 int and ext, Teams &amp; Zoom chats).
 </li>
 <li>
 End of day reports to make sure all orders are clean.
 </li>
 <li>
 Book in deliveries through seperate customer portals or phone customer Goods In or by emails then input into SAP.
 
 
 </li>
 </ul>
 
 Order cleansing:
 
 
 
 <ul>
 <li>
 Managing exceptions within our network - dealing with internal operational issues and advising our customers (Internal &amp; external)
 </li>
 <li>
 Training and on boarding of new associates
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree (Supply Chain / Logistics / Business / Engineering) or equivalent. Experience in supply chain / inventory management, ideally with VMI or similar models in FMCG or consumer goods.
 </li>
 <li>
 Strong analytical skills; ability to work comfortably with large data sets. Good knowledge of forecasting, inventory planning and replenishment techniques. Proficiency with relevant software: Excel (advanced), ERP tools, VMI systems, data dashboards (e.g. BI tools).
 </li>
 <li>
 Strong attention to detail, and ability to work across multiple SKUs, customers, regions.
 </li>
 <li>
 Good communication skills; capable of working with internal teams and external partners.
 </li>
 <li>
 Fluency in English/French (written &amp; spoken).
 </li>
 <li>
 Ability to handle change, ambiguity; proactive mindset.
 </li>
 </ul>
</div>

Order Management Senior Associate

DHL Express

<div>
 
 Role Purpose:
 
 
 
 Responsible for the day-to-day tasks of the CS Gateway Team, ensuring regional and global CS and operations standards are achieved. This role focuses on acquiring accurate information from customers to expedite customs clearance formalities and resolving clearance issues effectively.
 
 
 
 Key Responsibilities:
 
 
 
 
 Customer Service &amp; Communication:
 
 
 
 
 <ul>
 <li>
 Provide a high level of customer service and professionalism, ensuring all telephone calls are answered within DHL standards.
 </li>
 <li>
 Deal extensively with customers to resolve customs clearance issues while effectively coordinating with other DHL stations.
 </li>
 <li>
 Acquire accurate and up-to-date information from customers via phone or email to expedite clearance formalities.
 </li>
 <li>
 Maintain regular contact with internal and external customers regarding held shipments.
 </li>
 <li>
 Resolve specific disputes and provide advice on technical issues to customers.
 
 
 
 </li>
 </ul>
 
 Customs Clearance &amp; Operations:
 
 
 
 
 <ul>
 <li>
 Liaise with customs officials regarding specific duties payable and problem shipments to resolve disputes.
 </li>
 <li>
 Ensure pre-clearance efficiency by obtaining data from systems (DCC/DCE/CIA/GIA/GEMA) to inform customers of arrival and status.
 </li>
 <li>
 Ensure all shipments have a Bill of Entry and a notification of charges before dispatch for delivery.
 </li>
 <li>
 Ensure original paperwork is pulled from the warehouse for timely and efficient clearance.
 
 
 
 </li>
 </ul>
 
 Process Management &amp; Administration
 
 
 
 
 <ul>
 <li>
 Scan paperwork, extract information from systems, and input checkpoints to ensure compliance with network standards.
 </li>
 <li>
 Update DCE manual comments to provide the network with clear visibility on the shipment's current status.
 </li>
 <li>
 Maintain customer databases to capture recent shipment status and retain new data.
 </li>
 <li>
 Ensure all KPIs are retained at the highest level of performance and report to the Manager/Supervisor for action.
 
 
 
 </li>
 </ul>
 
 Qualifications:
 
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree.
 </li>
 <li>
 Experience in Customer Service, Logistics, or Clearance is preferred.
 </li>
 <li>
 High level of stress tolerance and passion for customer delight.
 </li>
 <li>
 Good interpersonal skills and the ability to build relationships.
 </li>
 <li>
 Attention to detail and good communication skills.
 </li>
 <li>
 Team player who works cooperatively with others to achieve targets.
 </li>
 </ul>
</div>

Customer Service Gateway - Backline

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