Customer Service Representative

Aramex; Newcastle-Maitland; On-site; AUD 45,000 - 65,000; Full time

Job summary

Aramex in Beresfield is seeking a proactive Customer Service Representative to act as the first point of contact for customers, handling shipping labels, online enquiries, lost parcels, tracking, and delivery updates. The role emphasizes accuracy, efficiency and building strong customer relationships.

You will respond promptly to enquiries, resolve issues at first contact where possible, support KPIs, and collaborate with internal teams while coordinating franchisee onboarding and recruitment

Qualifications

• Experience in a customer service or retail position.
• Excellent communication skills, both written and verbal.
• Excellent listening and problem solving skills.
• Time management and ability to prioritise.

Responsibilities

• Act as the first point of contact for customers regarding Aramex services, including shipping labels, online enquiries, lost parcels, tracking and tracing, delivery updates, re-deliveries, depot collections, and general customer enquiries.
• Respond to customer enquiries promptly, professionally, and efficiently, with a strong focus on key customers and strategic accounts.
• Deliver exceptional customer service while meeting key performance indicators and service standards.
• Handle customer complaints and resolve issues effectively at the first point of contact wherever possible.
• Build and maintain strong customer relationships to support customer retention and customer satisfaction.
• Coordinate and facilitate the end-to-end Courier Franchisee onboarding process, ensuring compliance with Aramex policies and procedures.
• Maintain accurate recruitment and customer service records and provide regular updates and reports as required.
• Collaborate with internal teams and stakeholders to support operational and customer service objectives.

Skills

Customer service

Retail experience

Communication

Time management

Problem solving

Listening

Tools

Microsoft Office

Sprinklr

Salesforce

Job description

Aramex is an award-winning organisation with a network of 29 Regional Franchises and over 800 Courier Franchisees. An exciting opportunity is now available for an energetic Customer Service Representative to join our team located Beresfield.

The ideal candidate must be able to demonstrate:

Act as the first point of contact for customers regarding Aramex services, including shipping labels, online enquiries, lost parcels, tracking and tracing, delivery updates, re-deliveries, depot collections, and general customer enquiries.

Respond to customer enquiries promptly, professionally, and efficiently, with a strong focus on key customers and strategic accounts.

Deliver exceptional customer service while meeting key performance indicators and service standards.

Handle customer complaints and resolve issues effectively at the first point of contact wherever possible.

Build and maintain strong customer relationships to support customer retention and customer satisfaction.

Ensure consistent service coverage and support across the existing customer base.

Lead Courier Franchisee recruitment activities within Newcastle, including advertising, candidate sourcing, application management, communications, documentation, and reporting.

Coordinate and facilitate the end-to-end Courier Franchisee onboarding process, ensuring compliance with Aramex policies and procedures.

Maintain accurate recruitment and customer service records and provide regular updates and reports as required.

Collaborate with internal teams and stakeholders to support operational and customer service objectives.

Undertake additional administrative and operational duties as directed by the Administration Manager or General Manager.

Job Requirements:

Experience in a customer service or retail position

Excellent communication skills, both written and verbal

Excellent listening and problem solving skills

Time management and ability to prioritise

Experience with Microsoft Office, Sprinklr, Salesforce, and other relevant Aramex systems (preferrable)

We are looking for a very proactive team player with the ability to roll up their sleeves and get stuck in along with the drive and enthusiasm to learn everything there is to know about a parcel's journey through our Aramex network.

Previous experience in the freight industry is not necessary. Great customer service, a positive attitude and solid computer skills will, however, assist greatly in this position.