Customer Relations Specialist

4 weeks ago

Melbourne Airport, Australia Team Global Express Full time

**JOB DESCRIPTION**

**About Us**

Team Global Express is an Australian-owned logistics business driving more sustainable transport solutions for our customers. Built on a 130-year-old history, our innovative thinking, assets, and capabilities support national interests, helping businesses operate efficiently. Our dynamic teams deliver across an expansive road, rail, air, and sea network, providing transport, logistics, and business solutions to customers throughout Australia and New Zealand.

Team Global Express is led by Christine Holgate, Group CEO, and backed by Allegro Funds, Australia’s most awarded transformation and turnaround private equity firm. Our organisation is undergoing transformation across the business and now is an exciting time to join to make this role your own.

**About the Role**

We are currently seeking a highly motivated and customer-oriented individual to join our team as a Customer Relations Specialist. In this role, you will work closely with the Customer Relations Team and Manager to ensure the delivery of excellent customer experiences to both external and internal stakeholders. As the highest level of escalation for Team Global Express, you will play a critical role in resolving complaints and addressing escalations in a timely and efficient manner.

**Key Responsibilities**
- Correspond with consumers to action and resolve all escalations and complaints, ensuring an efficient and effective resolution within established time frames.
- Engage with account holders, including strategic account holdings, to conduct root cause analysis and determine corrective actions required.
- Collaborate with the team and relevant stakeholders to identify root causes and recommend corrective actions.
- Conduct deep dive investigations with a process improvement mindset, aiming for improved operational efficiencies and enhanced customer experience.
- Identify trends in complaint analysis and reporting.
- Conduct root cause analysis on key issues and complaints, driving corrective actions.

**About You**

We're looking for a passionate individual who puts the customer first. You should have a keen customer-focused mindset; accurately logging complaints and driving resolutions. You'll strive for operational excellence, constantly improving processes, analysing data, and identifying trends. Your goal is to turn every customer interaction into an opportunity to add value and drive advocacy. You’re someone who embraces challenges, loves collaborating with teams, and aims to enhance customer satisfaction through proactive communication and action.
- **Customer Oriented**:Prioritising customer needs, understanding their concerns, and striving to exceed their expectation, by creating and delivering personalised, exceptional experiences that boost customer satisfaction and loyalty.
- **Exceptional Communication Skills**:Crucial for handling customer queries, complaints, and explaining resolutions effectively.
- **Resilient**:Needed to face challenging situations, maintain composure, and deliver despite resistance or difficulties.
- **Collaborative**:A collaborative mindset is essential to work with different teams and stakeholders for resolving issues.
- **Proactive Behaviour**:Important for anticipating potential issues, providing timely solutions, and continuous process improvement.

**Why Team Global Express (TGE)**

At Team Global Express, you'll thrive in a secure, high-growth sector, with our strong commitment to safety, environmental, social, and governance principles. Experience a supportive work environment, generous benefits, and a corporate culture that values social responsibility.
- LinkedIn’s Top Companies of 2023 in Australia.
- Competitive salaries - 82% of employees find salaries competitive/high.
- Excellent career development and progression opportunities.
- Up to 14 weeks paid primary carers parental leave.
- Staff discounts: Coles Express, G’Day Rewards, Officeworks, Hertz, etc.
- TGE offers well-being and mental health services for all employees.

**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.

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