Job Details

Pace Appointments are proud to partner with innovative provider of international and domestic express shipping services. An opportunity is now available for a dynamic Franchise Support Officer to join their global head office, based in Brisbane CBD. You will primarily be responsible for handling day to day inbound calls and email enquiries from the growing network of over 50 franchisees across Australia and New Zealand. You will provide high level customer service ensuring all queries are responded to promptly and professionally with a solution focused approach. 
  
Reporting directly to the Operations Manager for AU & NZ you will be a part of a small collaborative team which collectively provides guidance, direction, support and a warm ear to their network and customers.
  
The general responsibilities of this opportunity include but are not limited to:

• Manage the day to day inbound calls from franchisees, providing solutions in a timely manner
• Work within the chosen Zendesk support framework to track and resolve customer service issues.
• Ensure carrier/service provider information is up to date and process regarding carrier interaction are efficient and always reviewed
• Solve issues for franchisees by thinking critically and having an open mind
• Work with the Franchise Support Manager and Carriers to ensure operational requirements are communicated and delivered to the network
• Work within Jira project management software to assist with managing day to day support tickets or more project driven items such as new carrier integrations to our Webship + software, under guidance and support from management
• Work effectively locally and globally with a focus on resourcefulness when solving day to day challenges presented
• Work with the Carriers to ensure operational requirements are communicated and delivered to the network when required
• Talk staff or clients through a series of actions, either face-to-face or over the phone, to help resolve issues.

The successful candidate will ideally have recent customer service experience working within a freight forwarding, courier post or similar logistics environment. Effective communication and interpersonal skills, with a positive attitude and strong work ethic. Experience of supporting e-commerce plugins on app stores. Proficiency with Microsoft Office Suite. Reporting and analytical skills with strong attention to detail and accuracy. Full induction training and ongoing support will be provided. Attractive salary package negotiable on experience.

Interested? Apply via the link below or alternatively contact Melinda Butts on 0457 038 818 for a confidential discussion.