Customer Support Specialist

About the Role

• Proactively monitor shipments, service performance and open enquiries for designated high-value customers.
• Identify delays, service exceptions and emerging risks before they escalate.
• Proactively contact customers regarding issues, expected impacts and actions being taken.
• Manage varied and sometimes unpredictable enquiries received through the shared mailbox, phone, email and online channels.
• Work within customer-specific service expectations, including response times generally ranging from 2–4 hours.
• Investigate customer issues and determine appropriate solutions within established procedures.
• Coordinate with Operations and internal support teams to achieve timely resolutions.
• Take end-to-end ownership of customer issues and follow them through to completion.
• Provide customers with regular and accurate progress updates.
• Confirm outcomes with customers once issues have been resolved.
• Prioritise urgent, commercially sensitive and high-impact customer matters.
• Escalate issues outside your delegated authority or standard resolution pathways.
• Maintain accurate and timely records of customer interactions, actions, commitments and outcomes.
• Prepare a concise daily report for the Team Leader covering issues identified, customer notifications, resolutions, outstanding actions, service risks and recurring trends.
• Respond to inbound enquiries and make outbound calls when required.
• Work towards individual and team KPIs across quality, responsiveness, resolution, customer satisfaction and adherence.
• Promote TGE's online platforms and educate customers on available self-service options.
• Identify recurring customer and service issues and provide factual feedback to the Team Leader.
• Participate in team meetings, coaching, training and regular feedback sessions.
• Contribute to continuous improvements in customer experience, satisfaction and loyalty.
• Act as a customer advocate, representing the voice of the customer internally and constructively challenging processes that may negatively impact the customer experience.

• Previous experience in customer service, contact centre, logistics or transport.
• Experience supporting high-value, priority or B2B customers would be highly regarded.
• Strong customer-service skills with a genuine customer-first mindset.
• Demonstrated problem-solving and investigation skills.
• Ability to take ownership of complex issues and follow them through to resolution.
• Confidence coordinating solutions across multiple internal teams.
• Ability to manage multiple tasks and prioritise competing and time-sensitive enquiries.
• Strong written and verbal communication skills.
• Ability to build trust and effective relationships with customers and internal stakeholders.
• Strong literacy, numeracy, keyboard and data-entry skills.
• Excellent attention to detail and record-keeping capability.
• Sound computer literacy and confidence working across multiple systems.
• Experience using CRM, case-management, shipment-tracking or reporting systems would be advantageous.
• Ability to interpret shipment status, service information and customer history to identify potential issues.
• Ability to prepare clear and accurate daily reports and summaries.
• Sound judgement and confidence making decisions within established processes.
• Initiative, resilience and a results-focused approach.
• Knowledge of TGE services and escalation processes, or the ability to learn them quickly.
• Understanding of safe working practices.
• Year 12 or equivalent is desirable.

• Permanent Full-Time opportunity
• Monday to Friday, 8:00am–4:00pm
• Work directly with some of TGE's high-value B2B customers.
• Develop strong customer relationship and stakeholder-management experience.
• Opportunity to move beyond reactive customer service into proactive customer support and issue management.
• Exposure to transport and logistics operations.
• Varied work where every customer enquiry can be different.
• Ongoing coaching, training and development.
• Opportunity to contribute to customer-experience and process improvements.
• Supportive and collaborative team environment.
• Career opportunities within one of Australia's leading transport and logistics businesses.