[Hiring] Customer Service and Admin @Employ

Role Description

You’ll be a key point of contact for our Australian customers, providing outstanding service by phone, email and chat. You’ll handle enquiries, resolve shipment issues and keep the customer experience seamless. You’ll also support our Australian sales team by preparing freight cost analysis, setting up new customers and keeping our CRM up to date. A strong understanding of domestic and international shipping, and of InXpress services, is essential, and full training will be provided.

Location: Work from home (Philippines)
Hours: Full-time, 40 hours per week, Monday to Friday, 8am to 4pm Sydney time (NSW)

Key Duties and Responsibilities

• Customer Support
  • Provide excellent customer service: Handle enquiries and issues by phone and email, making sure every customer has a positive experience.
  • Resolve shipment issues: Address pickup problems, delays and other shipment enquiries, escalating complex issues to carriers as needed.
  • Offer quotes and booking assistance: Provide accurate shipping quotes and help customers with manual bookings, including dangerous goods shipments.
  • Advise on carrier solutions: Recommend the best carrier options for each customer’s domestic and international shipping needs.
  • Educate and train customers: Show customers how to use InXpress booking platforms and help them get the most out of our services.
  • Track shipments proactively: Monitor important shipments, re-book missed pickups and respond quickly to shipment exceptions.
  • Maintain accurate records: Record all customer interactions and shipment details, and follow established processes for complaints and escalations.
• Sales Support/Admin
  • Support the sales team: Prepare quotes and cost freight cost analysis, rate comparisons for prospective and existing customers.
  • Onboard new customers: Set up new accounts in our system and make sure new customers are able to start shipping smoothly.
  • Keep the CRM up to date: Maintain accurate customer, lead and pipeline records to support sales reporting.
  • Other admin tasks as required.

Qualifications

• Previous customer service experience is required; experience with Australian, US or UK clients is highly regarded (especially in the freight industry).
• Sales support, account management or logistics/freight experience is a plus but not essential.
• Excellent written and spoken English, with confidence speaking to customers on the phone.
• A positive, can-do attitude and a desire to learn and grow with our business.
• Outstanding communication skills, a passion for connecting with people, and the ability to ask probing questions.
• A team player who works well with the Australian team to hit shared sales goals.
• A self-starter who shows resilience, determination and enthusiasm.
• A reliable home office setup with a stable, high-speed internet connection and a backup power or internet option.

Employment Arrangement

This is a full-time, permanent employment role, not a freelance or contractor arrangement. You’ll be legally employed in the Philippines through our PH employer of record. They manage your employment contract, payroll, government contributions and benefits in line with Philippine labour law. Day to day, you’ll work directly with the InXpress team in Brisbane and report to our Operations Manager.