Customer Service Agent

1 day ago

Banksmeadow, New South Wales, Australia Seko Logistics Full time $45,000 - $65,000 per year

SEKO Global Logistics, is a US $3B multi-national logistics and freight company. SEKO Logistics Australia, has been in operation for over 8 years and provides services such as e-Commerce, Ocean & Air Forwarding, Contract Logistics and Transportation. As a growing and evolving company, we offer a collaborative environment and an inclusive team that embraces diversity.

About the Role

We're seeking a Customer Service Agent to join our vibrant team based in Banksmeadow As a key player in our customer-led organization, you'll play a vital role providing world-class service to clients with an international scope in New Zealand, Australia, the United States, and the United Kingdom, your work will truly make a global impact

Key Responsibilities:

  • Handle customer interactions through phone, email and CRM platforms (Zendesk).
  • Respond within the service level agreement (SLA) timeframe.
  • Resolve issues with empathy, accuracy, and efficiency, ensuring customers feel heard and valued.
  • Troubleshoot customer issues by identifying root causes and offering practical solutions.
  • Coordinate with other departments (e.g. warehouse, airfreight, sales) as needed and escalate issues to the right supervisors with ease.
  • Accurately log interactions and outcomes in the customer relationship management (CRM) system.
  • Maintain confidentiality and data security of all customer records.
  • Prepare and submit regular reports on customer feedback, issue trends, and support volume.
  • Keep up-to-date with product and service details to provide spot-on information to customers.
  • Meet performance metrics, including response time, resolution rates, and customer satisfaction(CSAT).
  • Participate in training and upskilling sessions. Provide suggestions for improvement to processes and tools that enhance the customer experience.

About you

  • A high school diploma or equivalent (Bachelor's degree is a bonus).
  • Customer-facing experience—we want people who know how to make customers feel special
  • Experience in ecommerce or logistics? That's a plus, but not a must.
  • Fluent in English, with strong writing and speaking skills.
  • Excellent communication and interpersonal skills—you'll be interacting with clients around the globe.
  • Ability to multitask, prioritize, and manage your time like a pro.
  • Familiarity with CRM systems (like Zendesk) is a plus.

The Perks

  • Join a team of like minded people who get things done in a fun environment.
  • Immediate start available.

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