Customer Service Representative

SUMMARY

To monitor and guide the customer service team in parcels, T&C and Manila. Customer service activities including but not limited to staff supervision, training, Perth and Manila liaison.

DUTIES AND RESPONSIBILITIES

· Create plans in consultation with operations to ensure sustainable solutions in place

· Train new staff in all aspects of customer service including customer bookings, pickups, enquiries and systems country bookings, costing and international freight bookings.

· Collect and analyse call-centre statistics

· Streamline processes and efficiencies

· Monitor and improve email communication, telephone handling and other procedures

· Day to day contact for minor escalations

· Meet weekly with Manila customer service teams

· Prepare reports as requested

· Assist customer service team with resolution relating to customer enquiries – prior to escalation to the management level.

· Provide a...