AddressHelp us deliver like never before
At Australia Post, we’re focused on our people, on teamwork and on helping you to get the job done. And as Australia’s largest freight and logistics provider we know a thing or two about delivery.
About the opportunity
This role provides quality and timely customer service for internal and external customers in our transport network. Transport Customer Support co-ordinators are responsible for receiving and scheduling customer transport and equipment requests. Working within a team of co-ordinators reporting to the Team Manager.
What you’ll deliver with us
This is a critical customer service role supporting our network operations team where you will resolve customer bookings and queries across a range of customer service channels, providing exceptional customer service experiences to delight the customer.
You’ll also
- Respond to and process all enquiries, escalations, and complaints through to a satisfactory resolution, within compliance guidelines
- Communicate with internal and external customers via phone, email, and virtual systems (such as Microsoft Teams)
- Ensure relevant systems are accurately maintained and updated to assist in the timely resolutions of customer enquiries
- Escalate complex issues impacting service delivery and suggest improvements to improve the customer experience
- Maintain and deliver outcomes consistent with the service level agreements aiming for resolution within required timeframe, including first call resolution
- Comply with APG and Contact Centre operating standards and procedures
- Develop and maintain effective working relationships with various stakeholders including customers, peers, managers and the wider APG team members as appropriate
About you
You are a results focussed customer service professional, with high attention to detail who enjoys problem solving and working to deadlines.
You’ll also have
- Excellent written and verbal communication skills
- Demonstrated prior work experience in a customer service focused business and transport or operational co-ordination (essential)
- Previous experience in an operational or transport environment (highly regarded)
- Ability to navigate multiple systems and equipment including telephone, computer, email and in house systems
- Experience working within a deadline and schedule driven environment.
- Experience resolving customer enquiries to a high standard with acknowledgement of Transport requirements
How we’ll deliver for you
- Hybrid work model - 1 office day then work from home the other 4 days!
- Be part of a collaborative and supportive team
- Enjoy job variety where no two days are the same in a fast-paced ever-changing environment
- Be mentored by a great leader who is interested in your professional development
- High autonomy – manage your own portfolio of work
We’re delivering together
Our diverse and inclusive workplaces bring out the best in our people. We're all ages, genders and abilities, and we come from all walks of life. That’s how we deliver for Australia - together. We believe our business should reflect the diverse communities we operate in. See how we’re achieving that here.
We encourage applications from all backgrounds including Aboriginal and Torres Strait Islander peoples, People with Disability and Ex Defence Force.
We acknowledge the Traditional Custodians of the land on which we operate, live and gather as employees, and recognise their continuing connection to land, water and community. We pay respect to Elders past, present and emerging. To find out more about our progress with reconciliation, watch this short video.
Australia Post is committed to providing an inclusive and barrier-free workplace and encourages the implementation of workplace adjustments for team members with disability at all stages of their career. If you have any questions, please contact our Diversity & Inclusion team on ***************@auspost.com.au
One last thing
Research shows that women and people of colour are less likely to apply for roles if they don't meet every qualification. If after reading this, you’re not sure you tick every single criteria box, but have the passion to get behind our purpose, the determination to face a challenge and a willingness to grow and learn, we think you should click that apply button anyway. We're passionate about building a diverse and inclusive team, and love hearing from people like you.
