Customer Service Role – Tullamarine and Derrimut VIC
Victoria
Posted 2 years ago
Customer Service Role – Tullamarine and Derrimut VIC
Role Purpose
To provide exceptional service to customers requiring home deliveries. To work at a pace which will ensure that KPIs are met
Key role responsibilities
Deliveries Clerk
- Provide exceptional value adding and customer service to the internal and external clients of Unitrans by effectively working within the home deliveries section of Unitrans 3PL and Logistics business offering
- Use customer details in order to book and confirm scheduled home deliveries with home delivery customers
- Answer customer calls on-time to ensure that customer queries are answered within an acceptable timeframe
- Assist customers in order to answer their queries and provide resolutions to customers
- Assist customers who may have issues or concerns regarding their deliveries
- Escalate or refer any unresolved customer issues onto the necessary personnel in order to provide the customer with necessary answers and support
- Deal with difficult customer enquires / issues in a professional manner with a focus on resolution and making the customer happy
- Communicate to customers regarding re-booking deliveries
- Reception duties such as greeting customers, processing customer pickups, directing carriers to docks, office all-rounder type tasks including filing, archiving and report running.
General
- Perform ad hoc duties and support other departments when required
- Observe and adopt the company values
- Maintain regular communication with customers DC Staff
- Maintain confidentiality
- Perform other tasks and duties as may be required by management to meet business requirements
Environmental Health and Safety
- Take reasonable care of the health and safety of themselves and others
- Follow all safety instructions
- Comply with the Greenlit Brand’s Environment, Health and Safety system
- Comply with the Greenlit Brand’s return to work program
- Report all hazards to supervisors immediately
- Report all incidents DoneSafe within 24 hours
- Cooperate on safety related matters and training
- Not interfere or misuse items provided for the purpose of health and safety
Competencies
Technical
- 2-3 years’ experience in a customer service role
- Continuous Improvement Approach
- Intermediate Microsoft Applications
- Exceptional oral and written communication skills
- Ability to understand data to determine performance and actions
Behavioural
- Understands, anticipates and provides solutions to meet the needs of the customer
- Strong drive to achieve results and exceed expectations
- Ability to evaluate situations and apply effective solutions
- Ability to provide solutions and improvements to management of long-term issues
- Understands and seeks to improve the Unitrans competitive position
- Proactively engages team and individual communication means
Team Environment
- Recognises the need for change and is open to adapting to business changes
- Effectively works with others to deliver a shared outcome
- Ability to multi-task and work both independently and within a team
- Able to effectively solve ad hoc problems and issues which may arise
Job Features
| Job Category | Customer Service |