Customer Service Role – Tullamarine and Derrimut VIC

Victoria
Posted 3 months 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 CategoryCustomer Service

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