Job Purpose

The GSOP agent is responsible for ensuring a smooth process flow for both inbound and outbound shipments is achieved on a daily basis making sure all relevant GSOP / ISO procedures are followed.

Key Tasks

  • Act as an ambassador for DHL at all times and attend to customer needs in a professional, friendly and courteous manner
  • Wear required DHL uniform at all times when on duty
  • Ensure that a high level of professional rapport is developed and maintained with all internal customers

  • Follow up on all customer enquiries and direct customer to the correct DHL department where further information is required
  • Maintain proactive work processes to ensure teamwork, shuttle procedures and overall base performance is achieved

  • Respond to all queries on the telephone both from internal and external customers in a courteous and professional manner driving the image of DHL as a market leader.
  • Work with contractors to ensure that shipments beyond operations capability are attended to urgently
  • Alert Team Leader in advance when contractor help is required
  • Provide suggestions to improve operation efficiencies or business needs
  • Maintain a proactive and careful attitude toward security of facility, freight and personnel
  • Provide accurate and complete paperwork for shipment movement and any financial transactions
  • Handle all freight with the maximum possible care Reconcile all non-delivered shipments and ensure priority is given to these for the next delivery cycle
  • Perform any other associated tasks as reasonably required within the scope of the role

  • Ensure that all inbound and outbound shipments are 100% sorted, processed and scanned to comply with standards and ensure that prompt and accurate data is available to the network.
  • Check and modify all outbound shipments at reweigh stage to ensure 100% accuracy of HAWB destination routing.
  • Ensure that all weighing, volumetric charging and trunking movements of outbound shipment are completed 100% accurately and in a timely manner.
  • Open/Close flights through SCL, which includes 100% WPX containerisation and ensure that all on forwarding shipments are 100% accurately processed within 2 hours of arrival at the station.
  • Ensure 100% CIA imaging compliance for all WPX shipments so that they can retrieve instantly for copying, checking as required.
  • This role has no direct reports or personnel authority. Nevertheless he/she can influence others to enable improvement and change within the organisation.
  • It is expected that the individual will work positively in a team environment.

Qualifications & Key Requirements

Education Level: Newly Graduated

Experience Level: 1 year


  • Physical capacity to perform the inherent requirements of the role including moving, lifting, carrying, loading/unloading various shaped/weight objects regularly
  • Excellent verbal communication skills and interpersonal style
  • Excellent personal presentation, grooming and hygiene
  • Good clear command of the English language
  • Reasonable knowledge of local metro areas
  • Ability to work in a variety of weather conditions with exposure to the elements
  • Excellent organisational skills, including ability to prioritise workload
  • Demonstrated exceptional customer service experience and focus
  • Ability to effectively contribute as a team member as part of a busy team
  • Proven ability to work under pressure in a fast paced, time sensitive environment
  • Demonstrated ability to use initiative/judgement to solve job related issues
  • Prior experience in a transport industry preferable
  • Demonstrates high level of commitment, energy and resilience.
  • Committed to delivering quality results and exceeding expectations.
  • Eye for detail
  • Good at building relationships and interpersonal skills
  • Self motivated and able to work pressure and time deadlines
  • Adheres to company policies and procedures
  • Sound educational background, with basic knowledge of the Service Industry
  • Excellent Listening, writing and Speaking English & Arabic
  • Only Omani Nationalities

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