Full timeM3 Logistics is a privately owned business that was established to provide niche logistics & warehousing solutions to the home appliance industry. As a company, We Listen, We Respond, We Deliver to our growing list of premier brands and blue-chip customers. With a specialised national distribution footprint in excess of 150,000sqm and Distribution Centres located across the country's major capital cities, this enables quality and timely services to all of Australia.We are seeking a skilled Customer Experience (CX) Consultant to join our customer experience team based on site at our office in Loganlea, QLD. This position is permanent full-time reporting to the National CX Manager.ResponsibilitiesIn this pivotal role, you will be responsible for providing exceptional customer service to our clients and their customers.Key responsibilities will include:Provide a high level of customer service to our external clients and internal teams.Troubleshoot and find a timely resolution of client queries and issues.Ensure Freshdesk tickets receive an initial response within 2 hours.Ensure daily follow-up on tickets with no response received.Action and follow-up on internal emails to fulfill client/customer's requests.Ensure client-specific requirements are met when responding to tickets.Health check to be completed daily.Addressing tasks during staff absenteeism within the Communications team.Send Failed Delivery Reports daily.Ensure you remain logged into CentrePal throughout your shift to ensure continuous availability for incoming calls.Completion of Bay check follow ups.Completion of Health Check follow ups.Oversee "entered" orders and notify clients of any issues.Manually input RA's or Orders submitted via Freshdesk.Action Vendor Connect / Oneflo – notify the Admin team when printing.Complete non-Despatch Reports.About You:We are looking for a true professional who will take initiative to understand and anticipate client needs and work collaboratively with your team to achieve results. You will be friendly, reliable, and enthusiastic with the ability to provide exceptional customer service and resolve conflict.To be successful in this role you will have:2-5 years' experience in a similar roleExceptional customer relationship skills with the ability to de-escalate and resolve conflictCustomer driven behaviour with a sense of calm urgencyStrong interpersonal and communication skills both oral and writtenIntermediate system knowledge and proficient in Microsoft Office SuiteAbility to prioritise and multi-task to meet competing deadlines and client demandsHigh attention to detailAbility to work with a team to achieve resultsPresent a professional attitude to all aspects of their behaviourHave a desire to continually learn, grow, and improvePrevious experience in a logistics environment will be advantageousIf you are excited by a challenge and have a strong focus on delivering quality services, we would like to hear from you.To apply, please click on 'Apply'. Please ensure you enclose a copy of your resume.Only successful applicants will be contacted for interview.Successful applicants will be required to complete a national police history check and pre-employment medical screening to perform the role and meet the requirements of M3 Logistics induction and training program prior to commencing work.
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