Customer Service Representative

JOB DESCRIPTION
OVERALL PURPOSE OF THE JOB
To deliver solutions and provide a consistent and professional level of service to TGE customers.
PRIMARY DUTIES &
RESPONSIBILITIES
Track all consignments daily to minimise the risk of service failures.
Preparation of consignment notes including batching, imaging, scanning and verification for Proof of Deliveries.
Data entry of Proof of Deliveries into TGE Works
Review and update the proactive tracking list for new or in jeopardy accounts weekly.
Schedule and provide customer training as required for all TGE.
Schedule and provide customer training as required for all online services available on the website.
Conduct customer surveys as required.
Provide efficient and effective service to customers by locating and providing required consignment information.
Communicate proactively with customers when service issues affect delivery commitments and propose solutions.
Action any internal and external inquiries and provide responses to all requests for information in reasonable timeframes.
Build customer loyalty and confidence by providing regular updates on steps taken to resolve enquiries.
Take the necessary steps to source all relevant information to fast-track solutions for service exceptions.
Identify and offer customers alternative solutions to initiate recovery of any delivery discrepancies.
Accurately record all data for incidents including resolution in CSR application and keep track of all outstanding customer enquiries.
Communicate regularly with operations and despatch to resolve any on-going service issues.
Alert manager or relevant sales representative to potential customer loss or dissatisfaction
Report any equipment or system failures to manager or IT Helpdesk immediately.
Participate actively in all training programs or coaching sessions.
SKILLS ESSENTIAL TO THE JOB
Good communication skills, both verbal and written
Ability to identify problems and possible causes, obtain information from various sources and apply practical solutions.
Ability to navigate between systems and applications to source relevant information.
Ability to deal with customers whilst always maintaining a calm and professional manner.
Demonstrates an understanding of the customers’ needs and identifies opportunities to develop quality business relationships.
Maintains personal effectiveness and consistency of performance when working under personal and or work-related pressures.
ESSENTIAL PERSONAL ATTRIBUTES
Strong team player
Has a passion for service excellence
Results orientated
Flexible and able to adapt to constant change
High personal standards of honesty and integrity
Good verbal communication skills – tone, speed and clarity of voice
Shows genuine concern and respect for others
Reliable with a sense of urgency
Calm and good listener
Problem solving abilities
Diversity and Inclusion
We celebrate difference.
Why Team Global Express - Team Global Express
We believe nurturing a diverse and inclusive workplace, which celebrates different points of view and gives everyone the chance to contribute, as we build to a bigger and brighter future.
As an Equal Opportunity Employer, all qualified applicants will receive consideration for employment without regard to race, religion, gender identity or expression, sexual orientation, age, marital or disability status.
To be considered, you must be entitled to work in the specified country and be prepared to undertake pre-employment checks including a criminal history check and medical assessment.
It’s never been a more exciting time to join our team.
As we transform into a truly iconic Australian business, your opportunities for growth with us are limitless.