Customer Service Gateway Advisor (Backline)

About the role

The Customer Service Gateway Advisor (Backline) ensures smooth day‑to‑day operations of the gateway team, delivering high‑quality support to customers and accelerating customs clearance. You will act as the primary point of contact for shipment inquiries, coordinating with internal teams and customs authorities.

Key responsibilities

• Manage daily gateway tasks to meet regional and global performance standards.
• Answer telephone calls and electronic inquiries promptly, providing clear and professional information.
• Collect accurate shipment details from customers to speed up customs clearance.
• Execute pre‑clearance procedures, update customers on arrival, clearance status, and fees.
• Collaborate with internal stations and network contacts for end‑to‑end shipment processing.
• Liaise with customs officials on duty assessments, disputes, and problem shipments.
• Scan documentation, register status checkpoints, and maintain system comments for full visibility.
• Retrieve original paperwork from warehouses and keep organized physical and digital customs records.
• Verify that all dispatched deliveries have a Bill of Entry and charge notification.
• Monitor KPIs, contribute to quality audits, and resolve issues identified through voice‑of‑customer channels.

Required profile

• University graduate (bachelor’s degree required).
• Minimum 2 years experience in Customer Service, Logistics, Express Operations, or Customs Clearance.
• High proficiency in English (written and spoken).
• Strong understanding of customs clearance processes and duty assessment protocols.
• Excellent interpersonal and communication skills with a focus on customer delight.
• Ability to make decisions and analyse complex shipment issues under tight deadlines.
• High stress tolerance, self‑management, and composure under pressure.
• Exceptional planning, organisational, and time‑management abilities.
• Team‑oriented mindset, able to collaborate across departments.

Required skills