Overview
Transdirect is an Australian-owned and operated provider of courier services to a wide range of consumer and business customers. Our clients are able to obtain quotes and book online any time at Transdirect.com.au. Our busy Perth call centre deals with inbound enquiries by phone, supporting over 100,000 customers across Australia. We are looking for our next essential addition to the phone team. This is not a sales role but you will deal with customer issues or provide help and advice, occasionally a quote over the phone if requested. You will understand the value of our services and their differences, in order to help customers get the most out of our service. You will love being on the phone and enjoy being busy and engaged all day providing great customer service.
Responsibilities
- Handle high‑volume inbound customer enquiries via phone, provide help and advice, and occasionally quotes when requested.
- Maintain exceptional telephone manner, be well spoken, transparent, friendly and polite.
- Provide excellent email etiquette and respond to customers professionally via email as needed.
- Prioritise and capture information clearly and concisely; manage customer expectations.
- Use a variety of systems (CRM, online portals, etc.) and liaise with various departments via email and messaging tools (Slack, Discord).
- Collaborate with carrier partners to resolve issues in the best interests of all parties.
- Remain calm under pressure and stay engaged while handling a high volume of enquiries.
- Be available Mon–Fri from 7:00am to 3:30pm (6:00am–2:30pm during Eastern daylight savings) to reflect where most of our customers reside.
- Typical enquiry types include late parcel enquiries, missed collections, bookings cancellations, and quotes or requests for shipping advice.
Qualifications
- Exceptional telephone manner, well spoken, clear, friendly and polite.
- Excellent email etiquette.
- Customer-focused with the ability to manage expectations.
- A good level of all-round computer literacy.
- Ability to use a variety of systems in handling enquiries (CRM, online portals, etc.).
- Experience liaising with various departments via email and direct messaging tools (Slack, Discord, etc.).
- Ability to prioritise and capture information clearly and concisely.
- A fast learner with a keen eye for detail and lateral thinking.
- Grace under pressure.
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📌 Customer Service Call Centre Operator
🏢 Transdirect
📍 City of Stirling