Contact Centre Operator

Company Description
**About Us**

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**:
As the Contact Centre Operator** **for Toll Global Express Courier service, you will To provide excellent Customer Service by effectively managing customer telephone calls both inbound and outbound and logging calls into the Global Express Courier systems, to ensure maximum efficiency in respect of addressing customer requests. To respond in a timely manner to Driver phone call and queries, allocators requirements and customers’ requests.

**Primary Duties & Responsibilities**
- Ensuring that all calls are answered in a prompt and professional manner.
- Using on-line systems to access data and answer customer queries within pre-determined service times.
- Entering customer requests/queries on-line.
- Documenting and distributing clear, concise, and appropriate technical support to customers as required.
- Liaising with other internal divisions to provide assistance/answers for customers.
- Escalating more complex customer enquiries to the Customer Service Supervisor.
- Escalating ongoing technical problems to the Product Specialist and Management.
- Liaising with agents on customer queries and complaints.
- Responding to customer enquiries.
- Liaising with radio room staff to solve problems that arise on job
- Assist with general bookings queue as required
- Training and assisting new employees
- Identifying sales opportunities for follow up by Sales Representatives.
- Assisting Drivers with queries and/or passing them to the correct department, in a timely manner
- Ensuring that processes and procedures are followed correctly

**Qualifications**:

- Advanced level of MS Office

**About you**

An open mindset to continuously develop and strive for a career at Global Express along with a can-do attitude will set you apart.
- Demonstrated 3+ years Customer service experience
- Self-motivated with a proven ability to work under pressure and autonomously without direction.
- Ability to maintain ongoing client relationships ensuring timely and specific lines of communication.
- Strong leadership, people management and motivational skills with an ability to manage remotely.
- Ability to prioritise competing issues in a high-pressure environment.
- Commitment to customer satisfaction, both internal and external, responsive to customer’s needs.
- Proven ability to build and maintain excellent relations with senior management, various business units, and regulatory bodies both internally and externally.
- Lateral thinker with hands on attitude.

Additional Information
**Additional Information**

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