Customer Solutions Agent - CPT

DHL Express; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

DHL Express in Cape Town is seeking a Customer Solutions Agent to be the frontline at client sites, ensuring seamless inbound/outbound shipments and strict adherence to DHL standards. You will coordinate with Sales, Operations and Service teams and build strong customer relationships.

The role emphasizes proactive problem-solving, communication, and attention to detail, with opportunities to contribute to service improvements and customer satisfaction in a dynamic logistics environment.

Qualifications

• Diploma in Logistics, Supply Chain, Business Administration.
• Minimum 2 years' experience in a customer service, logistics, courier, supply chain or operations environment.
• Knowledge of customs processes, import/export documentation and shipment processing.
• A valid driver's licence and access to a reliable vehicle would be advantageous.

Responsibilities

• Be the face of DHL at customer sites with onsite operational and customer support.
• Ensure shipments are processed within cut-off times and in line with DHL standards.
• Verify airway bills, documentation and destination requirements.
• Coordinate with stakeholders on Value Added Service shipments and priority shipments.
• Monitor and improve shipment processing and service levels.
• Educate customers on DHL products, services and procedures.
• Maintain accurate operational records and reports.

Skills

Strong communication

Problem-solving

Relationship-building

Customer service experience

Education

Diploma in Logistics, Supply Chain, Business Administration

Job description

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.

Ready to Keep things Moving? Become Our Customer Solutions Agent

Reports to: Inhouse Cluster Manager

Location: Cape Town

Why You'll Love This Role

As a Customer Solutions Agent, you'll be the face of DHL at our customer sites, providing onsite operational and customer support, ensuring seamless processing of inbound and outbound shipments, compliance with DHL network standards, exceptional customer service, and effective coordination between customer and DHL support functions

What You'll Own

• Ensure all shipments are collected and processed within agreed cut-off times.
• Process shipments in accordance with DHL network standards and operating procedures.
• Verify airway bills, shipment coding, documentation and destination requirements.
• Complete pre-alert processes and ensure customs documentation requirements are met.
• Coordinate Value Added Service (VAS) shipments with relevant stakeholders.
• Monitor and proactively manage priority, time-sensitive and high-value shipments.
• Ensure all shipments reach the appropriate gateway within required timelines.
• Monitor compliance with hazardous goods handling requirements.
• Ensure inbound shipments are processed and delivered within agreed service timelines.
• Manage exceptions relating to undeliverable shipments and coordinate tracing processes.
• Ensure inbound shipment processing complies with DHL network standards.
• Adhere to ISO, customs and duty recovery requirements.
• Build and maintain strong customer relationships through regular engagement.
• Act as the primary point of contact for operational and service-related enquiries.
• Ensure every customer interaction reflects DHL's standards of quality and service excellence.
• Resolve customer requests, concerns and service issues through effective coordination with internal stakeholders.
• Educate customers on DHL products, services, shipping requirements and operational procedures.
• Support customer adoption of new products, services and process changes.
• Flexibly support customer-facing activities across the onsite operation as required
• Ensure all shipment events, checkpoints and operational data are captured accurately and within required timelines.
• Monitor operational performance against service commitments and scorecard targets.
• Analyse operational reports and identify trends, risks and improvement opportunities.
• Escalate performance concerns and coordinate corrective actions with relevant stakeholders.
• Prepare accurate and timely operational reports.
• Collaborate with IT, Services and operational support teams to improve system utilisation and productivity.
• Support continuous improvement initiatives that enhance customer and operational performance.
• Coordinate customer requirements with Sales, Operations, Customer Service, Finance and other support functions.
• Support the management of customer operational supplies and consumables.
• Ensure customer supply requests are processed and fulfilled timeously.
• Assist in resolving customer account, billing and operational queries.
• Support implementation of operational initiatives and business priorities directed by management.
• Provide input into operational planning and forecasting activities as required.
• Identify potential sales opportunities during customer interactions.
• Refer qualified opportunities to the appropriate Sales representative for follow-up.
• Collaborate with Sales and other commercial teams to maximise business opportunities.
• Maintain accurate operational records, files and documentation in accordance with company standards.
• Monitor and action operational emails, system alerts and service platforms within required service levels

What We Are Looking For

• Diploma in Logistics, Supply Chain, Business Administration
• Minimum 2 years' experience in a customer service, logistics, courier, supply chain or operations environment.
• Strong communication, problem-solving, and relationship-building abilities.
• Proven experience in an onsite customer service or in-house operations environment.
• Knowledge of customs processes, import/export documentation and shipment processing.
• A valid driver's licence and access to a reliable vehicle would be advantageous.
• Willingness to travel occasionally to different customer sites when required.

Why Join Us?

Because at DHL, we don't just move shipments-we move careers forward. You'll work with a global leader that values innovation, inclusion, and continuous learning. Expect growth opportunities, a collaborative culture, and the chance to make a real impact.

We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.