Customer Escalation Specialist

2 weeks ago

Melbourne, Victoria, Australia CouriersPlease Pty Ltd Full time $60,000 - $80,000 per year

CouriersPlease is Australia's leading franchised parcel delivery service, offering efficient and affordable parcel delivery domestically and worldwide, with convenient and flexible delivery options. We're more than a delivery network, we're a passionate team of people driving innovation, service, and performance across Australia.

The Role

The Customer Escalation Specialist will be providing support to the customer experience manager with handling escalations and quality management of our live channels, including back of office functions (investigations) of the offshore contact centre.

Key Responsibilities

  • Act as the escalation point for complex customer issues and complaints
  • Collaborate with stakeholders for timely enquiry resolution
  • Conducting Root Cause Analysis for escalations to identify the service failure
  • Identify opportunities for process improvements to improve Customer Experience
  • Leveraging CSAT results to analyse customer sentiment
  • Monitor and report on customer advocacy performance trends
  • Ensure service standards and requirements are met through conducting quality checks
  • Champion adoption of customer service technologies

About You

  • Good communication and interpersonal skills
  • Analytical and problem-solving skills
  • Ability to manage tasks and work effectively in a fast-paced environment
  • Previous experience in direct customer logistics or retail is desirable
  • Demonstrated understanding and practical experience with Workforce Management (WFM)
  • Demonstrated experience handling escalations in previous roles.
  • Previous hands-on experience with Zendesk is highly desirable
  • Proficiency in data analysis tools (e.g., Excel, Microsoft Suite)

Why join CouriersPlease?

  • A dynamic and supportive culture where we challenge each other to do it better
  • Ongoing professional development opportunities and cross-functional exposure
  • A chance to be part of an industry leader during an exciting period of transformation

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