Customer Service Advisor – Fixed Term (12 months)

About the role

The Customer Service Advisor will act as the primary point of contact for customers throughout the shipment process, delivering high‑quality service by phone, email and face‑to‑face. This fixed‑term position supports day‑to‑day operational activity, enquiries, bookings and issue resolution while ensuring accurate and timely communication.

Key responsibilities

• Provide professional customer service via phone, email and in person, handling enquiries efficiently.
• Maintain regular contact with customers, offering shipment updates, resolving issues and escalating when necessary.
• Support booking activities for import, export and cross‑border shipments, ensuring data accuracy.
• Communicate delays, collection failures or delivery issues and propose alternative solutions.
• Handle customer complaints, identify solutions and escalate complex cases.
• Process invoicing queries, apply freight and ancillary charges, and assist with dispute resolution.
• Collaborate with internal teams, trade departments, overseas agencies, suppliers and transport partners to ensure a seamless service.
• Monitor and support KPI targets such as response times, case resolution and order accuracy.

Required profile

• Strong customer‑service mindset with excellent communication skills.
• Adaptable, organised and able to work across multiple customer‑service functions.
• Ability to build effective relationships with customers, key accounts and internal stakeholders.
• Proactive approach to problem‑solving and continuous improvement.

Required skills