Customer Service Agent – Gateway

About the role

Responsible for managing the day‑to‑day operations of the Customer Service Gateway team to ensure regional and global service standards are consistently met. The role focuses on acquiring accurate shipment information from customers to accelerate customs clearance, resolving complex clearance issues, and delivering a seamless stakeholder experience.

Key responsibilities

• Deliver exceptional telephone and email customer service, meeting established service level standards.
• Collaborate with customers and internal station teams to resolve customs clearance issues efficiently.
• Proactively acquire and verify critical shipment information to expedite clearance formalities.
• Maintain regular communication with internal and external stakeholders on the status of held shipments.
• Address customer disputes and provide expert advice on technical customs and clearance matters.
• Extract and analyse data from internal clearance systems (e.g., DCC, DCE, CIA, GIA, GEMA) to inform customers of shipment status.
• Verify that shipments have a Bill of Entry and accurate charge notifications before delivery dispatch.
• Coordinate retrieval of original paperwork from the warehouse and manage administrative processes such as scanning and updating system comments.
• Monitor operational performance against KPIs and report outcomes to management.

Required profile

• University graduate with advanced proficiency in written and spoken English.
• Proven professional experience in customer service, logistics or customs clearance.
• High stress tolerance and a passion for delivering outstanding customer delight in a fast‑paced environment.
• Excellent verbal and written communication skills with meticulous attention to detail.
• Strong problem‑solving abilities, especially in dispute resolution and expediting complex processes.
• Team‑player attitude with the ability to collaborate across diverse stakeholder groups.

Required skills

• DCC (customs clearance system)
• DCE (customs clearance system)
• CIA (customs clearance system)
• GIA (customs clearance system)
• GEMA (customs clearance system)