This role is primarily to oversee and monitor the movement of parcels from either the merchant or GE hub and successfully to the carrier. This involves actively with carriers and work across different function to resolve problems. Liaising with the Tech Team to solve issues and answering CS queries through Zendesk. You will also be expected to work on all carrier exception reporting. You will need to be able to work well in a team but also be confident in working alone and making decisions.
Responsibilities:
· Ensure you deliver swift, efficient responses to Zendesk tickets.
· Chase carriers to give answers in a timely manner to close cases.
· Constantly monitor and fix FTS (Failed transfer to shipping) & Address Validations.
· You would be expected to handle one or more of the carrier exceptions reports Ops receives on a daily basis.
· Be proactive and escalate when appropriate.
· Cover team members holidays/absence.
· That team cover will mean you would need to be up to speed with all carriers, their reports, the contacts at each carrier.
· Read each Service alert from the carriers as this will impact how you respond/answer queries.
· Continual learning is a requirement, and you must keep on top of the new functionalities on the 3 weekly Sprints.
· As part of the Operations team, you will be required to attend a regular departmental meeting where you will be asked for inputs.
· As the role develops you will also be tasked with the monitoring on a merchant/merchant’s performance report.
· Excellent written communication skills in English
· An open mind and 'can do’ attitude
· Ability to handle large volume workload with speed, accuracy and efficiency
· Additional languages an advantage (Mandarin language capability is a huge plus)
· Advanced troubleshooting and multi-tasking skills
· Customer service orientation to any problem
· Flexibility
· Problem Solving/Analysis
· Teamwork Orientation but at the same time be able to work alone and be able to prioritise.
· Proficient in Excel is a must.
This is a full-time position, Monday to Friday, with hybrid working arrangements. The role will require you to be in the Melbourne office 3 days a week.
