Customer Service Manager

About the role

Join Qantas Freight as a Customer Service Manager and lead a high‑performing team delivering premium service to our freight customers. This permanent, full‑time 12‑month secondment is based in Mascot and operates in a hybrid work model.

Key responsibilities

• Supervise, coach, lead and train the freight customer service team.
• Implement and embed the overall customer strategy across the department.
• Manage customer escalations and ensure timely resolution.
• Drive results through monthly KPI targets and monitor service quality.
• Maintain up‑to‑date knowledge of industry trends and competitive landscape to inform strategy.

Required profile

• Demonstrated people‑management experience at a supervisory level.
• Strong leadership with the ability to develop staff.
• Excellent communication, organisational and influencing skills with senior stakeholders.
• Ability to work independently, under pressure and handle multiple tasks.
• Sound judgement and decision‑making capability.
• In‑depth understanding of freight industry operational requirements.

Required skills

• Proficiency with iCargo.
• Experience using Salesforce.
• Familiarity with Genesys contact‑center platform.
• Advanced Excel skills.
• Competent use of the Microsoft Office suite.