Customer Care Consultant CY970

Customer Care Consultant CY970

22 Nov
Burwood East

22 Nov


Burwood East

About the business:

Our client is a fast-growing logistics management business, seeking a passionate and self-motivated Customer Care Officer to join their dynamic team with multiple avenues for career progression.

About the role:

Reporting directly to the Team Leader – Customer Care, the successful candidate will play a key role in:

- Managing our customer's collection and delivery requirements

- Liaising directly with suppliers to ensure timely resolutions to enquiries

- Drive customer satisfaction, retention and growth by committing to the delivery of a high-quality service experience

Key responsibilities

- Manage a high volume of inbound calls and emails for customer requests including bookings, delivery ETAs,

special pre-alerts and proof of deliveries (PODs)

- Effectively deal with critical service issues including delays, as well as lost / damage products

- Drive positive outcomes with customers and suppliers by building strong relationships, being persuasive, as well as proactively following up on service requests

- Manage project related distributions and special service requests including major national rollouts, next flight services, express courier and full load bookings

- Effectively utilise the company CRM as required, ensuring all cases and ongoing correspondence is entered accurately and consistently

- Provide customers with guidance regarding the safe, effective and efficient modes of transporting their goods

- Provide proactive support and daily reporting for major customers as required

- Generate basic quotations

- Escalating critical cases internally to the Team Leader – Customer Service

- Supporting the Team Leader – Customer Service with requests for support within the department as requested

- Communicate effectively within internal stakeholders including sales team, relationship manager, information systems and billing functions to ensure customer requirements are delivered upon

- Execute basic reporting and analysis tasks as required

Key requirements

- Have some exposure to (or direct experience with) domestic freight & logistics related operations (preferred)

- Have a minimum of two (2) years experience in working within a dynamic, fast paced call centre or retail environment (preferred)

- Possess excellent verbal and written communication skills (essential)

- Have experience working in international freight - ie international air express / freight forwarding (desirable)

- Love going the ‘extra mile’ and have a passion for problem solving

- Have a positive attitude and be able to stay calm under pressure

- Display proficiency with IT products such as Microsoft Word, Excel & Outlook and CRM platforms

- Demonstrate excellent time management skills and ability to multitask

- Contribute to team culture and have a passion for personal & professional development

Benefits and perks

The successful candidates will receive an excellent remuneration package and all the tools to succeed in the position.

Next steps

For further information on this fantastic opportunity to join a leading brand in the industry, forward a current and relevant CV.

About Segen™:

A value-driven specialist recruitment agency, which focuses on: 'Discovering organisational purpose and culture to align talented people.'We work close and personal with the organisation, utilising our specialised knowledge to help assess the culture within their work environment, understand their goals and challenges they are facing, and create recruitment-based solutions designed to help a business grow, by connecting you with talent which has the skills, but also the character to not only deliver meaningful results for your organisation but also aid in the creation of better workplace environment. We discover talent and connect them with opportunities across the following specialisations; Supply Chain & LogisticsManufacturing & OperationsProcurement Sales & MarketingEngineering & Technology Human Resources

The original job offer can be found in Kit Job:

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