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About the Role

As a Customer Service Officer, you will report directly to the Customer Experience Supervisor and indirectly to the Group Customer Experience Manager. You are responsible for ensuring that all telephone calls are answered promptly and professionally at all times. You will provide superior customer service to our clients by ensuring that all client bookings are taken efficiently and accurately. You must identify and resolve any potential delivery issues before they impact our clients and ensure that all clients are informed of any delivery issues or delays. You are also required to follow up on any service issues by liaising between the client, sub-contractor and relevant Departments.

Responsibilities

Answer telephone calls promptly to avoid unnecessary abandoned calls and high average answering times.
Ensure client bookings are taken efficiently and accurately to minimise booking errors.
Handle an average of 15 client calls per hour, per day.
Maintain an average call handling time not exceeding 1 minute and 50 seconds.
Ensure less than 2% of total calls are re-queued.
Provide superior customer service to clients at all times.
Answer all phone calls with “Welcome to Capital, this is [name].
Capture type and number of goods, dimensions, weight, and special delivery instructions on all telephone bookings.
Take bookings in line with the Company Manual Handling Policy, ensuring no hazardous manual handling risks are entered into the TMS.
Escalate to your Manager where you are unsure about manual handling risks or need to book an assist.
Consider job requirements, sub-contractor environment, and apply suitable control measures to the booking, including specialised equipment, manual handling equipment, detailed instructions, and/or an assist.
Ensure Dangerous Goods bookings are made in line with the Company Dangerous Goods Policy and are authorised by a Supervisor, Manager, or other authorised person.
Promote the Capital Group’s online booking system and tracking system to all clients.
Proactively contact clients to inform them of the status of their pick ups.
Contact clients and inform them of anticipated or actual delays as soon as they appear in the “Call Backs” section of the Transport Management System (TMS).
Ensure all client ring backs for new and endangered accounts, VIP and express jobs are made within the agreed timeframe.
Escalate jobs where delivery is within 15 minutes of the completion deadline to the relevant Department Supervisor or Manager via the “Query” function in the TMS.
Action any updates, times, and changes to bookings immediately after the relevant telephone call, prior to answering the next phone call.
Record all client correspondence, times, and changes to jobs in the Notepad section of the TMS against the relevant job number.
Resolve client queries in one telephone call where possible.
Action and resolve all client enquiries within 24 hours of receipt.
Escalate unresolved client enquiries to your Manager immediately.
Liaise with relevant Departments, clients, and sub-contractors to resolve enquiries.
Transfer telephone calls to the appropriate person, ensuring all relevant information is accurately passed on.
Be logged into the telephone system at all times, except for “Make Busy” and break times, to accept incoming telephone calls.
Use the telephone system as outlined in the Customer Service Standard Operating Procedures, using the “Make Busy” option only for breaks and work-related tasks.
Monitor the Bookings’ public email folder and action emails within 24 hours of receipt.
Escalate unresolved email issues to your Manager without delay.
Monitor the Google Live Spreadsheet if instructed to service the Koala accounts.
Attend Customer Service Department meetings as required.
Attend one on one meetings with your Manager as required.
Forward all incidents reported to the Customer Service Department to the relevant Department immediately, ensuring all relevant information is obtained.
Effectively communicate with colleagues and sub-contractors.
Advocate co-operation with other departments.
Ensure written and verbal communication with clients, colleagues, and sub-contractors is always professional and courteous.
Be logged in to all relevant programmes and ready to handle incoming calls at the beginning of each shift.
Assist with any reasonable tasks requested by your Manager, including being available for on-call work during peak periods.
Notify your Manager if additional training is required as soon as practicable.
Use work time and resources for work activities, limiting personal phone calls, internet browsing, and mobile phone usage.
Ensure compliance with Capital Group’s Company Policies at all times.
Ensure compliance with Work Health and Safety (WH&S) responsibilities.
Cooperate with the Capital Group in relation to activities undertaken to comply with WH&S and National Heavy Vehicle legislation.
Undertake all relevant training to carry out responsibilities in line with CG’s policies and procedures and legislative requirements.
Perform roles effectively to manage Chain of Responsibility (COR) risks and ensure actions do not cause or contribute to road safety breaches (Load Restraint, Mass and Dimension, Fatigue, Speed, Vehicle Standards).
Report any potential or actual breaches of CG policies and procedures immediately to their Manager.
Take reasonable care for own health and safety and that of other people.
Do not wilfully or recklessly interfere with or misuse anything provided in the interest of environment health and safety or welfare.

Requirements

Must act within written group policies, procedures and operations manuals.
All decisions outside these parameters must be approved by your direct manager.
Must ensure you meet performance measures and KPIs.
Must ensure you capture specific information on all telephone bookings.
Must ensure all bookings are taken in line with the Company Manual Handling Policy.
Must escalate to your Manager where you are unsure or need to book an assist.
Must ensure Dangerous Goods bookings are made in line with the Company Dangerous Goods Policy.
Must ensure all client ring backs for new and endangered accounts, VIP and express jobs are made within the agreed timeframe.
Must escalate any jobs where the delivery is within 15 minutes of the completion deadline.
Must ensure any updates, times and changes to bookings are properly actioned immediately.
Must ensure all client correspondence, times and changes to jobs are recorded in the Notepad section of the TMS.
Must use your best endeavours to resolve client queries in one telephone call.
Must escalate unresolved client enquiries to your Manager immediately.
Must transfer telephone calls to the appropriate person, ensuring all relevant information is accurately passed on.
Must be logged into the telephone system at all times, with the exception of “Make Busy” and break times.
Must ensure you use the telephone system as outlined in the Customer Service Standard Operating Procedures.
Must monitor the Bookings’ public email folder, action emails within 24 hours of receipt.
Must forward all incidents reported to the Customer Service Department to the relevant Department, immediately.
Must ensure you obtain all the relevant information for incident reporting.
Must be logged in to all relevant programmes and ready to handle incoming calls at the beginning of each shift.
Must assist with any reasonable tasks requested by your Manager.
Must notify your Manager if you require additional training as soon as practicable.
Must use work time and resources for work activities.
Must ensure compliance with Capital Group’s Company Policies at all times.
Must ensure compliance with the Work Health and Safety (WH&S) responsibilities.
Employees must cooperate with the Capital Group in relation to activities undertaken to comply with WH&S and National Heavy Vehicle legislation.
Employees must undertake all relevant training to carry out their responsibilities.
Employees must perform their roles effectively to manage Chain of Responsibility (COR) risks.
Employees must ensure their actions or inactions do not cause or contribute to road safety breaches.
Employees must report any potential or actual breaches of CG policies and procedures immediately to their Manager.
Employees must take reasonable care for their own health and safety and the health and safety of other people.
Employees must not wilfully or recklessly interfere with or misuse anything provided in the interest of environment health and safety or welfare.

Skills

Customer service
Telephone communication
Client booking
Problem identification and resolution
Liaison
Interdepartmental communication
Professionalism
Accuracy
Efficiency
Manual Handling Policy adherence
Dangerous Goods Policy adherence
Promoting online systems
Proactive client communication
Escalation
Time management
Record keeping
Query resolution
Email management
Teamwork
Co-operation
Written communication
Verbal communication
Courteousness
Work Health and Safety (WH&S) compliance
Chain of Responsibility (COR) risk management
Load Restraint
Mass and Dimension
Fatigue management
Speed management
Vehicle Standards awareness

Location

Onsite

Work Type

Full-time

Experience Level

Entry Level

Education Level

High School Diploma or equivalent

About the Company

At the Capital Group we recognise our people are the driving force of our success, therefore our process of selection, induction and personal development is our prime focus.