Customer Service Officer

Summary

Join our client's inbound call center team as the first point of contact for customer inquiries, providing excellent support and ensuring a positive customer experience. You will answer inbound calls, resolve general inquiries, maintain accurate call logs, escalate complex queries, and monitor email inquiries. This role requires strong communication, organizational skills, and experience in a customer support or call center environment. Familiarity with CRM tools is essential. The position is remote in the Philippines, working full-time Monday to Friday.

Requirements

• Clear and professional English communication (verbal & written)
• Previous experience in a customer support or call centre environment
• Strong organisational skills and the ability to manage high call volumes
• Familiarity with CRM tools and email support
• A friendly, patient, and service-focused attitude
• An employee may be directed to carry out such duties as are within the limits of the employee’s skill, competence, and training or tasks not specifically stated in this position description
• Embrace and demonstrate behaviours in accordance with the company’s Values at all times
• Maintain professional standards with all internal and external clients
• Behave at all times in a manner which reflects positively on the company
• Display confidentiality, professionalism and discretion at all times
• Whilst at work take all reasonable care to the extent required to prevent damage to their own health and to the health of others, by their acts and omissions
• Consider, notify and consult with others, on matters and priorities that impact upon their health and safety. Escalate all safety concerns to your Direct Manager and the National HR, WHS and Training Manager
• Must not, without reasonable excuse deliberately create a risk, or the appearance of a risk to the health and safety of people at work, or to cause a disruption of work
• Exercising independent initiative to problem solve, triage or manage significant issues
• Organise and prioritise daily routines to meet identified timeframes and deadlines and respond to problems or conflict and attending to the wide variety of day-to-day tasks and resolving issues or escalating where appropriate
• All employees have a legal obligation and are required to observe all company policies and procedures including Code of Conduct; Confidentiality; Anti-Discrimination; Equal Employment Opportunity; Workplace Health and Safety; Quality, Employee Welfare; the Environment and Service Delivery Standards
• Employees must fulfil all recordkeeping responsibilities in accordance with relevant Information Standards and associated guidelines

Responsibilities

• Answer inbound calls from customers and direct them to the correct department
• Resolve general enquiries related to freight bookings, delays, or delivery info
• Maintain accurate call logs and notes in the CRM
• Escalate or hand off complex queries to the relevant internal contact
• Monitor and respond to email enquiries as required
• Follow up on pending customer issues with clarity and consistency
• Work closely with the Australian customer service and logistics team

Preferred Qualifications

• Experience in logistics or freight forwarding
• Previous work with Australian-based clients
• Experience with ICS or transport scheduling software

Benefits

• Remote (Philippines)
• Full-Time (Monday to Friday, 9:00 AM – 5:00 PM AEST)