NSW Customer Service Representative - Casual

Allied Express; Canterbury-Bankstown; On-site; AUD 30,000 - 41,000; Part time

Job summary

Allied Express is seeking a motivated NSW Customer Service Representative to join our Bankstown team in a casual role. You will be the first point of contact for customers via phone and digital channels, delivering friendly, accurate information and timely updates.

In this fast-paced environment you will manage inquiries, provide delivery status and proof of delivery, and support freight investigations to resolve issues.

Qualifications

• Experience in a contact centre and/or office-based customer service environment.
• Strong verbal and written communication skills in English.
• Ability to multitask with a high level of attention to detail.

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 (e.g. delays, missed delivery, damages).
• Oversee freight investigations until fully resolved to customer satisfaction and within targets.
• Liaise with drivers, depots and agents to obtain accurate information and provide delivery instructions.
• Enter and maintain accurate updates in relevant systems for transparency to stakeholders.
• Achieve KPIs and service level agreements.
• Follow and comply with company policies and procedures.
• Escalate complex cases through proper channels when required.
• Contribute positively to team culture and environment.

Skills

Customer service

Communication

Multitasking

Teamwork

Resilience

Job description

NSW Customer Service Representative - Casual

Allied Express is seeking a motivated and customer-focused NSW Customer Service Representative (CASUAL POSITION) 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 hourly rate 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.