Service Experience Consultant - Phone Based Customer Service

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

Service Experience Consultant - Phone Based Customer Service

If you’re someone who loves a fast-paced environment, enjoys talking to people and gets a genuine buzz from solving problems, you’ll feel right at home in this role!

The phone is at the heart of your day, with a steady flow of calls from customers, drivers and our operations team. No two conversations are quite the same, and you’ll often be the person helping find the answer, fix the problem or keep things moving.

It’s busy, it’s people-focused, and it’s perfect for someone who enjoys thinking on their feet and getting things sorted.

The Role

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.

About You

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

Available full time, Monday to Friday, on site at Huntingwood. This role is not work from home.

Nice to have, but not essential:

Experience in transport, logistics, freight or a similar operational environment

Exposure to a freight management or dispatch system

Full-time, permanent role, Monday to Friday, no weekend work

Full training from day one on systems and the transport industry, with ongoing support

A close-knit team that looks out for each other

Casual Fridays and a BBQ lunch

Real career progression with opportunities to grow into leadership and specialist roles

New, professional Huntingwood office designed as a welcoming place to work

About Us

We are a proud family-owned and operated logistics provider, trusted by a wide range of local, national, and international businesses. With services spanning across Australia and beyond, we're committed to delivering excellence in every shipment.