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Form of workAbout Us:
Interparcel is setting the standard in transport innovation. We are forward-thinking and highly regarded as an industry leader in the courier aggregator field as well as eCommerce Solutions Provider.
We have been recognised as one of the fastest-growing companies in the country after being featured in the Australian Financial Review’s Fast 100 List for 2021 and 2022. Most recently, we won the NORA award for 2023 Best Cross-Border Shipping Solution!
The key to our success comes from our ability to guide retailers through the complexity around parcel delivery, by offering tailored shipping solutions for small and medium-sized businesses with various product categories. Backed by our support team and sophisticated technology, we offer a unique user experience to all.
The Position:
Interparcel is on the lookout for a Senior Customer Service Agent (Customer Support Lead) to join our growing team.
The primary purpose of this role is to ensure excellent customer support and satisfaction. With your exceptional problem-solving skills and ability to multitask, you will handle escalated customer enquiries and issues, providing prompt and efficient resolutions.
Your expertise in Customer Service and product knowledge will contribute to maintaining a positive company image and enhancing customer loyalty.
This is a full-time, permanent position located in Mascot, NSW with an abundance of perks including in-house training opportunities, employee assistance programs, team-building events and more.
Your responsibilities will consist of (but are not limited to):
- Support our customer care team by managing escalated calls, emails and chats
- Plan, coordinate and participate in reviews of calls, emails and chats and associated process and systems; identify potential improvements to systems, processes and workflows
- Participate in quality calibration sessions with external provider
- Collaborate with cross-functional teams to address customer concerns and improve overall customer experience
- Manage the continual development and implementation of all quality systems to improve operational effectiveness
- Investigate and complete VCAT and NCAT enquiries efficiently and accurately and within required timeframes
To be successful in your application you will meet the following criteria:
- Minimum 12 months contact centre experience
- Must hold Australian Citizenship or Permanent Residency
- Exceptional written and verbal communication skills
- Be driven and display willingness to learn
- Exceptional problem-solving skills with attention to detail
- Familiarity with parcel delivery services and logistics is preferred
If you meet the above criteria and are eager to begin your new challenge, we want to hear from you. Only short-listed candidates will be considered and contacted.
This position will offer you diversity, challenges and invaluable career experience. f you are passionate, enthusiastic and seeking an opportunity to grow, and be rewarded for it, this is definitely a position worth applying for.
Our priority is employee wellbeing so you will be joining a modern, open plan office containing a fitness centre, games room and multiple chillout rooms. Our office is close to all amenities and public transport.
At Interparcel, we believe in leaders, not authority bosses and we are committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, nationality, gender, gender identity, sexual orientation, disability, age, or other legally protected status.
