Phone-Based Service Experience Pro - Freight Support

Western Parcel Express; Sydney; On-site; AUD 55,000 - 72,000; Full time

Benefits offered by this job

Casual Fridays

BBQ lunch

Job summary

Western Parcel Express is seeking a Service Experience Consultant to handle phone-based customer service for freight bookings, tracking updates and delivery queries. You will communicate with drivers and the operations team to keep freight moving and provide clear solutions.

The role requires experience in a phone-based customer service or call centre, comfortable with high call volumes, and a proactive, ownership-minded attitude.

Qualifications

• Proven experience in a phone-based customer service, call centre or contact centre role.
• Comfortable handling a high daily call volume without losing accuracy or tone.
• A positive attitude, a passion to succeed, and ownership of your role.
• Confident with Microsoft Office and quick to pick up new systems.
• Strong attention to detail while multitasking.

Responsibilities

• Answering the phones for freight bookings, tracking updates, delivery queries and escalations.
• Solving problems as they come up, with delays and changes sorted by you or passed to the right person quickly and clearly.
• Working in transport systems and HubSpot CRM to keep bookings, tracking and notes up to date.
• Daily contact with drivers and warehouse team to keep freight moving and expectations met.
• Collaborating with the wider team and management to keep service consistent.
• Over time, and for the right person, this can grow into account management for key clients or coordination of daily pickup and delivery allocations.

Skills

Phone-based CS

Call centre

Microsoft Office

Attention to detail

Multitasking

Positive attitude

Ownership mindset

Tools

HubSpot CRM

Job description

Western Parcel Express is seeking a Service Experience Consultant to handle phone-based customer service for freight bookings, tracking updates and delivery queries. You will communicate with drivers and the operations team to keep freight moving and provide clear solutions.

The role requires experience in a phone-based customer service or call centre, comfortable with high call volumes, and a proactive, ownership-minded attitude.