Customer Service Officer – Advanced

Role Overview

• Provide timely and accurate customer support across multiple communication channels, responding to enquiries from import and export customers.
• Ensure clear communication, promoting value-added and digital services, and collaborate with internal stakeholders to deliver a high level of customer satisfaction.
• Manage customer requests related to shipment status, documentation, and service enquiries for both import and export shipments.
• Liaise with internal teams and external stakeholders to resolve customer issues and ensure a positive service experience.
• Promote value-added and digital services where appropriate to enhance the customer experience and encourage self-service solutions.
• Ensure compliance with company procedures and service standards while meeting established customer service KPIs and SLAs.

Requirements

• Previous experience in a customer service or administration role, ideally within the shipping, logistics, or transport industry.
• Strong communication skills with the ability to provide clear and professional support to customers and internal stakeholders.
• Excellent organisational and multitasking skills, with the ability to manage competing priorities in a fast-paced environment.
• Strong computer skills, including experience with Microsoft Office and CRM systems (Salesforce experience preferred).
• A proactive, customer-focused approach with the ability to work both independently and collaboratively within a team.
• Applicants must be Australian citizens or permanent residents. New Zealand citizens planning to relocate permanently to Victoria, Australia, are welcome to apply.

Benefits

• Flexible Working Options
• Additional Leave Days
• Paid Parental Leave
• Annual Health Checks
• Complimentary gym access
• Discounted DFO Parking Tickets
• Novated car leasing
• Social Club events held all year round
• Employee Wellbeing Support – Mental, cultural, financial, and health resources, including Telus Health
• Study leave and study reimbursement
• Opportunity to participate in volunteer initiatives with partner charities such as the Big Umbrella
• Access to 3000+ learning resources and courses
• Career development opportunities across Asia Pacific, Europe and other office locations globally