Transport Customer Support Co-ordinator

6 months ago

Redbank, Australia Australia Post Full time

**Help 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
- 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)
- 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 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.

**One last thing

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