Customer Service Representative

4 weeks ago

Brisbane Airport, Australia Australia Post Full time

**Job no**: 53980756

**Brand**: Australia Post

**Categories**: Business support

**Work type**: Permanent Full Time

**State**: QLD

**Location**: Brisbane Airport

**_StarTrack, we’re part of Australia Post. You might think you know us, but we’re transforming _**

When you join StarTrack, the chance to make an impact is yours. You’ll join a welcoming bunch of people who care deeply about our purpose of connecting people with each other and the world. You’ll have the opportunity to learn and grow in a well-invested, empowering, and ever-evolving environment. We work hard, and on some challenging things, but we prioritise your safety and wellbeing, we help you feel part of a community, and we care about your life outside of work too.

We're all ages, genders and abilities, and we come from all walks of life. We're you. As one of Australia's largest employers - with 35,000 employees and an extended workforce of more than 70,000 - we're laser focused on building a workforce that reflects the vibrant communities we serve. And we know an inclusive workforce is better for business too.

**_ The Opportunity:_**

This role will be based out of Brisbane airport and reporting to the operations managers. Day to day duties include accepting job bookings handling customer enquiries, complaints maintaining our internal ‘Despatch Master’ system with accurate Proof of Delivery information.

**Rotational Shifts**

8.00am - 4.00pm

10.00am - 6.00pm

**_ Role Accountabilities:_**
- Take Inbound calls in relation to Operational enquiries and to enter bookings into Despatch Master
- Make outbound calls to advise of completion of jobs
- Meet KPI Grade of Service
- Provide exceptional Customer service with the ability to handle customer complaints
- Act as escalation point for more complex calls
- Ensure escalation immediately when calls are queuing
- Liaise with operations to ensure prompt and efficient service
- Assisting in reporting
- Other responsibilities and accountabilities as directed by the management team

**_Essential Experience:_**
- Ability to review and assess workflow and adjust priorities as identified
- Strong customer focus and centricity
- Excellent communication both written and verbal with internal and external stakeholders and suppliers
- High level of administrative and Customer service experience in a call centre environment
- High level of attention to detail and organisational skills Sound knowledge of Brisbane South East Queensland localities
- Knowledge of Microsoft Office, Excel and Outlook
- Multi-Tasking

**We believe investing in our people is good for business
That’s why we have team dedicated to career coaching and support for our employees. At the call centre we’re working hard to support you, in what can sometimes be a bit of a tough gig. We have small teams with a dedicated team manager along with support from technical experts and our peer support programs. We also know that your life outside of work matters. That’s why we have a culture that promotes a genuine work/life balance.

**Together, our differences make us stronger.**

**Ready to take the next step in your career? **Get started by registering your interest.

We’re committed to helping our people, customers and communities build a better future.

A career at Australia Post Group can lead down many paths. There are a variety of roles to suit all sorts of skills and you will also have the chance to learn from the best people; everyone, everywhere, every day. For us, an engaging, enjoyable workplace is the foundation for great work which is why your attitude and your passion is just as important to us as your experience.

**Advertised**: 05 May 2023 E. Australia Standard Time
**Applications close**: 29 May 2023 E. Australia Standard Time

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