Logistics Customer Support (Remote, Morning)

Role Purpose

Provide high-quality customer support to customers across Australia and New Zealand, ensuring enquiries and issues are handled efficiently, professionally, and accurately.

Key Responsibilities

• Respond to customer enquiries via phone, email, and ticketing systems
• Assist with bookings, tracking updates, delivery enquiries, and general account support
• Liaise with courier partners to investigate and resolve delivery-related issues
• Escalate technical or operational issues to the appropriate internal teams and follow through to resolution
• Maintain accurate customer records and case notes in CRM and internal systems
• Work closely with Customer Success, Sales, Technology, and Operations teams
• Follow processes and support continuous improvement of customer service delivery

Job Qualifications:

• At least 2 years of customer support experience, preferably in Logistics/ Shipping industry
• Experience in Hubspot or any related CRM
• Strong verbal and written English communication skills
• Customer issue resolution and problem-solving skills
• Strong attention to detail and organizational skills
• Customer-focused and professional approach
• A team player

Additional Terms

• The role supports customers across both Australia and New Zealand
• The role is primarily focused on customer support
• Duties may be reasonably adjusted in line with business needs
• The above duties are not exhaustive and may be amended from time to time

Setup & Requirements

• Full time work-from-home (WFH), with occasional team building and engagement meetups scheduled in advance
• Able to work weekdays during the overlap between Australia and New Zealand business hours, with flexibility to adjust depending on the needs
• Equipment provided (laptop, headset)
• Must have a working internet connection sufficient for handling simultaneous instances of emails and chats, consecutive calls, and regular team meetings; Screenshot of internet speed is required