Customer Service Representative

About this job offer

Job Title: Customer Service Representative

Salary Range: P25-35k

Working days/hours:

• Friday: 12:30pm-9:00pm NZT/ 7:30am- 4:00pm PHT
• Saturday: 8:30 am- 5:00 pm NZT/3:30 am- 12:00 pm PHT
• Sunday: 9:30 am- 6:00 pm NZT/4:30 am- 1:00 pm PHT
• Monday: 12:30 pm-9:00 pm NZT/7:30 am- 4:00 pm PHT
• Tuesday: 12:30 pm-9:00 pm NZT/7:30 am- 4:00 pm PHT

Are you passionate about delivering exceptional customer experiences? Become a Customer Service Representative and be at the heart of our daily operations! You’ll support all divisions, assist customers with their needs, track shipments, manage special requests, and coordinate with drivers to keep everything running seamlessly. Your energy, dedication, and problem-solving skills will help us deliver outstanding service every single day. Apply now and make a real impact!

 Key Responsibilities

 CUSTOMER SERVICES

• Perform call center tasks as outlined in the training manual, including job booking, tracking, proof delivery, rates support, feedback handling, and answering general enquiries 
• Provide excellent customer service, addressing queries and concerns professionally across all divisions.
• Manage special deliveries, including Sameday flight jobs, Regional Runs, and Home Delivery jobs.
• Handle phone and email orders with accuracy and efficiency.
• Monitor tracking systems and assist with booking jobs or resolving issues.
• Prepare quotes and adjust pricing as needed.
• Support courier operations and liaise with drivers, contractors, agents, and operations staff.
• Process data, allocate runs, and manage bulk bookings in Dispatch Manager.
• Track delivery performance, ensuring KPI requirements are met.
• Maintain professionalism and suggest process improvements.
• Update training documentation and SOPs
• Perform additional administrative and coordination tasks as required.

 SALES SUPPORT

• Client maintenance calls to pass on information, build relationships with clients, and upsell other services.
• Respond to sales enquiries, including setting up new accounts (phone and email).
• Create proposals/rates/reports and other material.
• Keep proposals and other sales documents updated, including any new SLA’s for clients. Electronic filing.
• Liaise with Operations via Sales / Ops Meeting if any clients have any issues or compliments, and ensure the client receives relevant feedback.
• Manage and provide solutions for Special Client Requests, Pricing, Tenders, zone changes, and any other freight changes

 HEALTH AND SAFETY

• Compliance with all Urgent Couriers H&S policies, standards, and procedures
• Perform duties in accordance with H&S policies, standards, and procedures
• Take personal accountability for own safety and at all times be aware of the impact of actions on the safety of others
• Immediately report any injury, incident, or ‘near miss’ encountered during the course of work
• Assist other employees in carrying out these responsibilities by support and example
• Correctly using all appropriate equipment (PPE) provided and adhering to instructions issued to protect the health and safety of yourself and others in the workplace. 

OTHER DUTIES

• Perform all other duties as required from time to time
• Understand and comply with Urgent Couriers’ Code of Conduct and House Rules for team members and other related policies and procedures.

 Key attributes required: 

 High level of computer literacy

• Strong customer focus and commitment to excellent service
• Exceptional verbal and written communication skills
• Strong interpersonal and relationship-building skills
• Ability to plan, prioritize, and consistently meet deadlines
• Meticulous attention to detail
• Clear and effective communicator
• Excellent organizational and time management abilities
• Solid knowledge in the courier industry
• Contribute to a Health and Safety culture where H&S is put first
• Maintain happy customers at all times, ensuring all contact and communication is to the highest standard
• Advocate for customers in all communications, both internal and external
• Contribute to the overall success of the company with the active support of your fellow team members
• Maintain excellent interpersonal relationships with all team members

• Ensure all emails & live chats are replied to in a professional and timely manner

• Manage call time resolution and reduce ring time

 Why Join Us?

• A competitive compensation package
• Work alongside forward-thinking professionals.
• Achieve the perfect work-life balance with our remote arrangements.
• We support continuous development to help you reach your full potential.

 Ready to elevate your career and make a real impact? Apply now and complete our Pre-screening Test to get prioritized! We can’t wait to see the difference you’ll make! A 10k signing bonus for a successful candidate.

 **A stable internet connection (with backup internet) at home is a MUST**