Customer Service Agent

2 weeks ago

Sydney, New South Wales, Australia Wymap Group Full time $60,000 - $80,000 per year

Customer Service Agent

Banksmeadow, NSW | Full-Time | Aviation & Logistics Industry

We're seeking a capable and motivated Customer Service Agent to take a key role within our high-performing Banksmeadow team.

This is an exciting opportunity for an experienced operator who thrives in fast-paced environments, takes initiative, and enjoys seeing their decisions make a real impact.

Join a dynamic business that supports the airfreight and transport industry where every day brings fresh challenges, and your problem-solving and coordination skills are highly valued.

About the Role

You'll be part of a skilled and collaborative team of allocators and service agents.

As the main contact point for internal stakeholders, drivers, and external customers, you'll play a hands-on role in managing day-to-day delivery schedules, resolving issues as they arise, and driving high-quality customer service outcomes.

The role requires a proactive mindset, a calm approach under pressure, and a strong sense of accountability over your allocated workload and service standards.

Key Responsibilities

  • Manage daily customer delivery schedules and make real-time adjustments in response to delays, breakdowns, or urgent requests
  • Liaise with drivers, warehouse teams, and customer service colleagues to ensure seamless coordination of pickups and deliveries
  • Monitor driver hours, fatigue, and breaks to ensure compliance with NHVR regulations and company policy
  • Maintain clear and regular communication with customers regarding ETAs, delays, and service updates
  • Ensure appropriate vehicle allocation based on load type, weight, and delivery conditions
  • Respond to internal and external customer enquiries, escalating issues promptly to operations management when needed
  • Analyse reports and operational data to improve fleet efficiency and planning
  • Act as a primary contact for customer queries relating to delivery scheduling or service issues
  • Maintain detailed records of customer communications and cargo terminal activity
  • Support a safe and compliant work environment through adherence to company policies and standards
  • Contribute to a strong team culture and identify areas for improvement
  • Remain composed under pressure, demonstrating professionalism and ownership in all interactions
  • Deliver consistent service for priority and high-value clients, meeting or exceeding expectations

What You'll Bring

  • 3 years or more of experience in customer service or admin support (transport industry preferred)
  • Excellent communication and interpersonal skills
  • Strong time management and decision-making capabilities
  • Intermediate proficiency in Microsoft Office and operational systems
  • Previous experience in transport, logistics or airfreight (advantageous)
  • A proactive, solutions-focused approach with a high level of accountability
  • Flexibility to work a variety of shifts, including early starts or late finishes
  • Ability to pass a Federal Police Check
  • A team-first attitude and willingness to go above and beyond

Why Join Us?

At Wymap, we value our people. You'll work in a supportive, inclusive environment where your contribution is recognised.

We offer a competitive salary, ongoing development, and the opportunity to be part of a nationally respected logistics organisation with a strong future.

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