SEKO Global Logistics, is a US $3B multi-national logistics and freight company. SEKO Logistics Australia, has been in operation for over 8 years and provides services such as e-Commerce, Ocean & Air Forwarding, Contract Logistics and Transportation. As a growing and evolving company, we offer a collaborative environment and an inclusive team that embraces diversity.
About the Role
We're seeking a Customer Service Agent to join our vibrant team based in Banksmeadow As a key player in our customer-led organization, you'll play a vital role providing world-class service to clients with an international scope in New Zealand, Australia, the United States, and the United Kingdom, your work will truly make a global impact
Key Responsibilities:
* Handle customer interactions through phone, email and CRM platforms (Zendesk).
* Respond within the service level agreement (SLA) timeframe.
* Resolve issues with empathy, accuracy, and efficiency, ensuring customers feel heard and valued.
* Troubleshoot customer issues by identifying root causes and offering practical solutions.
* Coordinate with other departments (e.g. warehouse, airfreight, sales) as needed and escalate issues to the right supervisors with ease.
* Accurately log interactions and outcomes in the customer relationship management (CRM) system.
* Maintain confidentiality and data security of all customer records.
* Prepare and submit regular reports on customer feedback, issue trends, and support volume.
* Keep up-to-date with product and service details to provide spot-on information to customers.
* Meet performance metrics, including response time, resolution rates, and customer satisfaction(CSAT).
* Participate in training and upskilling sessions. Provide suggestions for improvement to processes and tools that enhance the customer experience.
About you
* A high school diploma or equivalent (Bachelor's degree is a bonus).
* Customer-facing experience—we want people who know how to make customers feel special
* Experience in ecommerce or logistics? That's a plus, but not a must.
* Fluent in English, with strong writing and speaking skills.
* Excellent communication and interpersonal skills—you'll be interacting with clients around the globe.
* Ability to multitask, prioritize, and manage your time like a pro.
* Familiarity with CRM systems (like Zendesk) is a plus.
The Perks
* Join a team of like minded people who get things done in a fun environment.
* Immediate start available.