Franchise Support Officer

About the role

Pace Appointments QLD is recruiting, on behalf of an established global freight and logistics franchise organisation, a customer-focused Franchise Support Officer for its Brisbane CBD team. The role covers customer service, business support, freight operations and systems troubleshooting, acting as the first point of contact for franchisees on shipments, carrier services, billing, credits and freight platforms. It involves handling inbound calls and support tickets in a busy environment and following enquiries through to resolution.

Key responsibilities

• Manage inbound calls and day-to-day enquiries from franchisees
• Support freight operations, carriers, billing, credits, customer matters and system queries
• Log, prioritise and manage support tickets through Zendesk
• Investigate issues and take ownership of enquiries until resolved
• Give clear, step-by-step guidance by phone and in person
• Liaise with carrier partners, internal departments and global teams
• Share service updates and process changes across the network
• Maintain accurate carrier, service provider and process information
• Help with Jira-based operational tasks and carrier integration projects
• Prepare and interpret reports to support operational decisions

Required profile

• Experience in a fast-paced call centre, contact centre, customer service or operations support environment
• Strong customer focus and confidence communicating with business owners
• Ability to handle multiple enquiries, priorities and deadlines
• Experience in domestic freight, courier, postal, transport or logistics is highly regarded
• Exposure to Zendesk, Jira, MachShip, e-commerce integrations or franchise environments is beneficial

Required skills

• Intermediate Microsoft Office, particularly Excel
• Zendesk and Jira
• Strong written and verbal communication

What we offer

• Permanent, full-time position in Brisbane CBD
• A varied role combining customer service, operational support and systems work
• The chance to support a national network of business owners
• Exposure to freight technology, reporting, integrations and improvement projects