Find The RightJob.
Imports Agent - Temporary
The Imports agent is responsible for calling & answering customer related telephone calls & e-mail communication, to ensure all customers are contacted for prompt clearance of shipments which are held or could be held by customs. All held shipments are to be monitored on a daily basis as per network standards, and a competent, courteous, efficient and proactive point of contact for customers both internal and external is to be provided. The agent is also responsible in helping to achieve Gateway KPI’s through effectively working together as a team with the rest of the Gateway staffs.
PRINCIPAL ACCOUNTABILITIES- Provide a high level of customer service and professionalism, taking into account the consideration that all Company's customers have an express requirement and are looking for instant and immediate action.
- Follow Gateway clearance procedures as outlined in the manual to comply with the GSOP procedures and safe working practices.
- Ensure all the shipments which require additional document are contacted in a professional manner to ensure these shipments are cleared upon arrival.
- Maintain a clean desk policy and file all documents required for storing paper works in a systematic way which are easy to access when required.
- Record and maintain customer master file thus offering Organization’s most suitable service to the customer.
- Maintain a thorough knowledge of all departments, Company network, products, and services so that customers are provided accurate information on transit times, clearance delays, custom paperwork requirements, packing, accounting and sales queries with confidence at all times.
- Highlight any recurring problems that are manifested through traces and then direct the information accordingly so that corrective actions can be taken promptly.
- Highlight opportunities and suggest solutions to improve Company’s procedures, technology and service, so that company can provide continuously universally high level of service to all customers.
- Work effectively both individually and as part of a team to achieve both individual and department goals and objectives and strive consistently to promote a positive team spirit by learning all activities within the department.
- Deal Competently with customer complaints and take all possible actions to resolve the issue to their fullest satisfaction with minimal intervention of team leaders, supervise or Managers.
Context
The Gateway import agent department has been structured to provide telephone assistance to customers (internal and external) when making inquiries, logging in customer requests, assisting customers on clearance requirements and inquiries with regards to delayed or missing shipments. The department expands Company’s capabilities, both re-actively and pro-actively, to ensure that all customers (internal and external) experience consistently high levels of service at all times.
The multifunctional Gateway import Agent must ensure that service levels are constantly met and exceeded through accurate updates, trace escalations and regular communication with both the network and the customer.
Reporting Relationships
Reports directly to the Gateway Imports supervisor / Team Leader.
Contact
External
Customers
Company's Network
Internal
Ground Operation
Customer Care
CS Manager & Supervisors
Air operations
Sales
Accounts
Customer Accounting
Service centre T/L
Problem Solving
The job holder must take ownership of all customer inquiries and queries and provide alternatives and solutions closing it out at their end. Traces must be logged and followed up regularly to deliver optimum levels of service at all times. For escalations the jobholder must follow the network standards and consult with the Team Leader/Supervisor if unsure.
Decision Making
The jobholder will be responsible for giving accurate clearance information to customs agents as instructed by the importer with the ultimate objective being service excellence and customer satisfaction. They must communicate all delays and other service issues to the Team leader/ Supervisor.
Planning and Organisation
The job holder must be highly organised in keeping records of traces / special requests, daily follow – ups and plan a course of action to ensure that set targets and goals are achieved consistently.
Job Challenge
The jobholder must always be pro-active and energetic when dealing with customers efficiency in work practices and effective and friendly communication will be key to delighting our customers.
The jobholder must constantly strive to keep self-updated on all organization processes, systems, products, technology and set and strive to achieve higher standards.
4. KNOWLEDGE, SKILLS AND EXPERIENCE
- Sound educational background with knowledge of the Service Industry, an added advantage.
- Sound knowledge of custom clearance procedures.
- Working knowledge of Microsoft Word, Excel and Power Point.
- Good oral and written communication skills – English & Arabic.
- Self-motivated individual capable of taking ownership and working independently.
- Tolerance for stress in a fast-paced working environment.
- Excellent planning and organising skills.
- Passion for delighting customers.
- Good team player.
- Adheres to policies and procedures.
- Possesses good relationship building and interpersonal skills.
Similar jobs
No similar jobs found
© 2026 Qureos. All rights reserved.