Customer Service Officer

Xpress Freight Management Group; Altona; On-site; AUD 50,000 - 65,000; Full time

Benefits offered by this job

Attendance incentive

Referral bonus

Employee of the Month

Career development

Supportive culture

Innovative company

Job summary

Xpress Freight Management Group is seeking a Customer Service Representative in Australia to handle inbound calls and emails, coordinate with operations and agents, and maintain high service levels. The role requires strong communication, problem-solving, and multi-system navigation skills within a fast-paced transport environment.

Ideal candidates will be proficient in Microsoft Office, especially Excel and Word, and able to resolve issues efficiently while liaising with drivers, teams and

Qualifications

• Experience in working within a fast paced, high volume transport environment is a must.
• Excellent communication, interpersonal and problem-solving skills.
• Understand conflict resolution and de-escalation techniques.
• Ability to navigate many different software systems simultaneously.
• Proficient in Microsoft Office Suite (especially Excel and Word).
• Strong verbal and written communication skills, with the ability to interact effectively with drivers, team members, and management.
• Ability to identify and resolve discrepancies quickly and efficiently.

Responsibilities

• Primary inbound call taker for all customers, suppliers and key internal stakeholders.
• Responding to inbound customer service queries via email.
• Liaison with our National operations team, National commercial team and external network of agents to provide speedy resolution to all inbound queries.
• Logging and maintenance of customer service tickets.
• Ensuring that the highest levels of service to our customers are maintained at all times.

Skills

Communication

Problem-solving

Interpersonal skills

Conflict resolution

Microsoft Office

Excel

Transvirtual

Multi-system navigation

Written communication

Tools

Transvirtual

Job description

• Attendance Incentive Program: Receive $100 voucher for perfect attendance each month! (conditions apply)
• Referral Bonus: Earn up to $500 for every successful candidate you refer who joins the team and stays with us for 6 months. (conditions apply)
• Employee of the Month Program: Get recognised for your hard work and receive a gift card.
• Exciting opportunities for career growth and professional development.
• A dynamic, supportive work culture where your efforts make a tangible impact.
• Be part of an innovative company shaping the future of transport.

Key duties and responsibilities include but are not limited to:

• Primary inbound call taker for all customers, suppliers and key internal stakeholders.
• Responding to inbound customer service queries via email.
• Liaison with our National operations team, National commercial team and external network of agents to provide speedy resolution to all inbound queries.
• Logging and maintenance of customer service tickets.
• Ensuring that the highest levels of service to our customers are maintained at all times.

Key qualifications and Experience:

• Experience in working within a fast paced, high volume transport environment is a must.
• Excellent communication, interpersonal and problem-solving skills.
• Experience using Transvirtual (desired but not essential).
• Understand conflict resolution and de-escalation techniques.
• Ability to navigate many different software systems simultaneously.
• Proficient in Microsoft Office Suite (especially Excel and Word).
• Strong verbal and written communication skills, with the ability to interact effectively with drivers, team members, and management.
• Ability to identify and resolve discrepancies quickly and efficiently.

All candidates will be subject to a Drug and Alcohol testing.

All candidates will need to supply a current Police Check.

We are an equal opportunity employer and value diversity in the workplace.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Australia?
• How many years’ experience do you have as a Customer Service Representative?
• Do you have a current Police Check (National Police Certificate) for employment?
• Do you have experience working with logistics, freight & delivery services?
• Are you willing to undergo a pre-employment medical check?
• Which of the following Microsoft Office products are you experienced with?