Customer Experience Advisor x2

SUMMARY:
The Customer Experience Advisor will support franchise owners and customers with shipment-related queries, operational support, and customer communication across multiple systems and platforms.

POSITION INFO:

Customer Experience Advisor x2

Join a fast-moving international logistics business supporting franchise partners across Europe.

Hybrid role based in Wembley Square, Gardens, Cape Town | R25 000 per month | Netherlands working hours

About Our Client

Our client is an entrepreneurial logistics and transportation services business operating across Belgium and the Netherlands, with plans to expand into Spain. They work closely with franchise owners and customers to deliver responsive shipping support and operational excellence across multiple markets.

The business operates with a strong “can-do” mindset and is looking for proactive, adaptable individuals who thrive in a fast-paced environment. This is a hands-on support role where customer experience, problem-solving, and operational support all play a key part in daily success.

The Role: Customer Experience Advisor

The Customer Experience Advisor will support franchise owners and customers with shipment-related queries, operational support, and customer communication across multiple systems and platforms. This role requires someone who is confident in handling customer interactions, investigating shipment issues, and working proactively to resolve operational challenges.

You will work closely with the Customer Experience Team Lead and support both franchisees and direct customers across Belgium and the Netherlands. The environment is fast-paced, operationally focused, and suited to someone who enjoys multitasking and taking ownership of customer outcomes.

Key Responsibilities

• Minimum 3 years of customer service or customer support experience
• Manage customer and franchise-related shipment queries, including missed pick-ups, undeliverable shipments, returns, claims, and tracking investigations
• Support direct customer communication and resolve operational shipping issues
• Investigate shipment journey challenges proactively and identify issues such as missing paperwork or delays
• Work across multiple systems, including E2S Shipping Portal, fLex Admin Portal, FRONT, carrier systems, ZOOM, and Microsoft 365
• Assist with testing and feedback on the E2S Shipping Portal when required
• Perform additional administrative support tasks during quieter operational periods
• Support proactive customer engagement and service-related outreach when needed

About You

• Minimum 3 years of customer service experience
• Fluent in English, verbal and written communication
• Fluent in Afrikaans, verbal and written communication, with a good understanding of Dutch
• Strong computer literacy and ability to work across multiple systems
• Previous logistics, shipping, courier, or transportation industry experience is highly beneficial
• Well spoken with clear and professional communication skills
• Positive, outgoing, and customer-focused personality
• Hard-working, proactive, and comfortable in a fast-paced environment
• Able to multitask and manage operational priorities effectively
• Comfortable working Netherlands / Central European Time working hours

Additional Information

• Hybrid role based in Wembley Square, Gardens, Cape Town
• Working hours: Monday to Friday, 08:30 am – 17:30 pm CET
• Public holidays aligned with Belgium and the Netherlands
• Extensive onboarding and training provided during the first two weeks, with ongoing learning support thereafter