Customer Service Agent

Location: Sydney, New South Wales
Job Type: Permanent / Full Time

The role:

  • Aid and assist clients in all phases of consignment preparation.
  • Handle and monitor all Client activities ensuring compliance with all agreed company policies.
  • Handle and monitor all live network activities ensuring adherence to agreed rate structures and pricing policies.
  • To work collaboratively with Customer Relationship Manager and Sales to ensure maximum client satisfaction.


  • Answering the phone in a professional and timely manner and forwarding calls to the relevant personnel. Taking messages and passing all relevant information to the absence of the call recipient.
  • Processing of consignment orders from clients via email, telephone and via online booking portal, (which includes routing, classifying of service type, establishing a deadline and printing the job order.
  • Managing the green light approval process for consignments destined to non AU destinations.
  • To assist in providing clients with continuous status notifications and performing the necessary follow-up's (which includes relaying details pertaining to flight and customs delays, proof of deliveries, additional charges, resolutions, etc).
  • Monitoring and action of client emails via the shared Customer Service mailbox.

  • Calculating and arranging the positioning of suitable temperature controlled packaging & logger supplies.

  • Tracking and tracing consignments and providing the client with status updates throughout transit.

  • Develop and maintain good working relationships with clients.

  • Working in conjunction with the pricing team to provide clients with requested quotations in a timely manner.

  • Providing assistance to & working alongside Customer Relationship Managers (CRM team) to ensure client satisfaction and prompt action of client bookings & enquiries.

  • Ensure compliance with company policies and procedures

Required skills:

  • Good understanding of systems and Microsoft Office.

  • Prior experience in a similar role, ideally within a courier environment + temperature controlled products ideal.

  • Positive, upbeat attitude coupled with excellent team working skills.

To apply please use the link or call Brenton on 02 8024 7146