QLD Customer Service Representative

About the Role

Allied Express is seeking a motivated and customer-focused NSW Customer Service Representative to join our team at Archerfield. 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.

Apply now with your resume and a cover letter outlining your customer service experience, problem-solving achievements, and teamwork contributions to: [email protected]