Customer Care Specialist

Company Description

Connecting people and communities| Driving eCommerce | Moving Australia & New Zealand

With an unrivalled and expansive network, Global Express builds unique, innovative, and tailored transport and logistics solutions.

From a shipload of containers full of fresh produce, urgent medical deliveries on the next available flight, end-to-end retail to every corner by road or rail, or simply delivering gifts to friends and family, we connect people, communities, and businesses across Australia and New Zealand.

Backed by Allegro Funds, Australia’s most awarded and largest transformation and turnaround private equity firm, we’re looking to the future and working towards new and exciting ways to put our customers’ businesses at the heart of ours.

**Job Description**:
We are seeking a Customer Care Specialist to join our Customer Service Relations team, where the focus will be on a supporting the close-knit Customer Relations Team and Manager to deliver excellent customer experiences to both internal and external stakeholders.

Reporting to the Customer Relations Manager, the Customer Care Specialist will correspond with customers, actioning and resolving all escalations and complaints in an efficient and effective timeframe. The role requires someone customer focused, driven and efficient, with an ability to build those strong relationships across all levels of the business and a strong understanding of finding resolutions and working transparently.

This role will be ideal for someone mature who has a passion for customer service and can form unbiased decisions. You will be solution driven, have a continuous improvement mindset, the ability to think outside the box and can bend and flex.

As the Customer Care Specialist, you will have the ability to see the big picture, be responsible for end-to-end investigations, have an ‘attention to detail’ mindset, be results driven with exceptional communication skills both written and verbal.

**Primary Duties & Responsibilities**
- Think with a customer mindset to drive optimum customer service solutions
- End to end investigation of complaints
- Ensure timely closure of complaints
- Utilise every contact with our customers as an opportunity to understand consumer behaviour
- Opportunity to refine or create new processes
- Work with manager to implement close the loop process
- Analyse data and results and other customer feedback for trends, and investigate root cause where appropriate
- Proactively communicate with business stakeholders regarding opportunities to increase customer satisfaction
- Identify trends in the complaint analysis & reporting
- Conduct root cause analysis on key issues and complaints and drive corrective actions throughout the business

**Qualifications**:
**To be successful for this role, you will need to have**:

- Clear communication - written and verbal
- Stakeholder engagement
- Customer Service background
- Advanced in the Microsoft Suite
- Ability to interpret and use data
- High level of interpersonal skills
- Attention to detail
- Strong organisational and planning skills
- Ability to demonstrate sound judgement
- Negotiation and conflict skills

Additional Information
**Be Connected**

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.

It’s never been a more exciting time to join our team as we take the next step in our journey.

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.