NSW Customer Service Representative - 6-Month Fixed Term Contract

Allied Express; Canterbury-Bankstown; On-site; AUD 55,000 - 65,000; Full time

Job summary

Allied Express in Bankstown is seeking a NSW Customer Service Representative on a 6-month fixed term contract to be the first point of contact for customers via phone and digital channels, handling enquiries, providing delivery updates and resolving exceptions to maintain high levels of service.

The successful candidate will thrive in a fast-paced, collaborative team, demonstrate strong English communication, problem solving and multitasking, and contribute to achieving KPIs while following

Qualifications

• Must have proven experience in a contact centre or office-based customer service environment.
• Experience in Domestic Transport / Courier industry preferred.
• Strong English communication skills, both verbal and written.

Responsibilities

• Respond to inbound calls and tickets in a professional, efficient and timely manner.
• Provide tracking updates and delivery status information, including proof of delivery.
• Manage and resolve customer enquiries relating to exceptions (delays, missed delivery, damages, etc).
• Open and oversee freight investigations until resolved to the customers' satisfaction.
• Liaise with drivers, depots, and agents to obtain accurate information and provide delivery instructions.
• Enter and maintain accurate updates in relevant systems to ensure transparency.
• Achieve KPIs and service level agreements.
• Follow company policies and escalate complex cases as required.

Skills

Customer service

Multitasking

Communication

Teamwork

Problem solving

Job description

NSW Customer Service Representative - 6-Month Fixed Term Contract

Allied Express is seeking a motivated and customer-focused NSW Customer Service Representative (6-Month Fixed Term Contract) to join our team at Bankstown Aerodrome. In this role, you will be the first point of contact for customers and consumers via phone and digital channels, ensuring efficient, professional, and courteous service. You will manage enquiries, provide delivery updates, and assist in resolving exceptions to maintain a high standard of service and customer satisfaction.

This role is ideal for someone who enjoys working in a fast-paced environment, is proactive, and thrives in a collaborative team setting.

Key responsibilities include:

• Respond to inbound calls and tickets in a professional, efficient and timely manner
• Provide tracking updates and delivery status information, including proof of delivery
• Manage and resolve customer enquiries relating to exceptions that may occur (including but not limited to: delays, missed delivery, damages, lost in transit etc)
• When required, open and oversee freight investigations until fully resolved to the customers/receivers satisfaction and within prescribed targets
• Liaise with drivers, depots, agents to obtain accurate information and provide delivery instructions where relevant/required
• Enter and maintain accurate updates in all relevant systems to ensure transparency to internal and external parties
• Achievement of Key Performance Indicators and service level agreements
• Follow and comply to all company policies, procedures and requirements
• Escalate complex cases via the right channels where required
• Contribute positively to the overall culture and team environment

About You

• We are looking for a proactive, resilient, and customer-focused individual who can multitask effectively and deliver outstanding service.
• You must have proven experience in a contact centre and/or office-based customer service environment. (Domestic Transport / Courier Industry is preferred)
• You have strong verbal and written communication skills in English.
• You have excellent problem-solving, conflict resolution, and de-escalation skills.
• You have the ability to multitask with a high level of attention to detail.
• You have a positive, proactive approach with a can-do attitude.
• You have a team-oriented mindset with strong collaboration skills.
• You have reliability and the ability to prioritise effectively.

Why Allied Express?

• Be a part of the Freightways Group – a Trans-Tasman, NZX/ASX-listed organization with over 60 years of success in express freight and logistics
• Make a real impact in a fast-paced and growing organisation where your leadership and ideas contribute to improving customer experience and operational performance
• Supportive leadership team and inclusive workplace culture that values collaboration, accountability and continuous improvement
• Competitive salary package aligned with experience and responsibilities
• Career development and advancement opportunities within Allied Express and the broader Freightways Group

If you are a motivated professional who enjoys delivering outstanding customer service, resolving complex enquiries, and contributing to a collaborative, high-performing team, we would love to hear from you.