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About the Role

As a Customer Experience Officer, you will report directly to the Customer Experience Supervisor and indirectly to the Group Customer Experience Manager. Your responsibilities include handling incoming telephone calls, contacting regained clients and major accounts to encourage new and repeat business, identifying and resolving potential service issues before they impact clients, and informing clients of delivery issues or delays. You will also follow up on service issues by liaising between the client, sub-contractor, and relevant Departments.

Responsibilities

Meet performance measures and KPIs including prompt telephone call answering, efficient and accurate client bookings, average client calls handled per hour, average call handling time, and number of re-queued telephone calls.
Provide superior customer service, answer all phone calls with a specific greeting, and capture detailed information on all telephone bookings.
Ensure all bookings are taken in line with the Company Manual Handling Policy, taking reasonable steps to avoid hazardous manual handling risks.
Consider job requirements, environment, and apply suitable control measures, including specialized equipment and detailed instructions.
Ensure Dangerous Goods bookings are made in line with the Company Dangerous Goods Policy and are authorized by a Supervisor, Manager, or other authorized person.
Promote the Capital Groups online booking system and tracking system to all clients.
Proactively contact clients to inform them of pick-up status and any anticipated or actual delays.
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.
Action and resolve all client enquiries within 24 hours of receipt, escalating to your Manager immediately if resolution is not possible within this timeframe.
Liaise with relevant Departments, clients, and sub-contractors as necessary.
Transfer telephone calls to the appropriate person, ensuring all relevant information is accurately passed on.
Be logged into the telephone system at all times to accept incoming calls, using the system as outlined in the Customer Service Standard Operating Procedures.
Review the Concern Report daily and contact listed clients to resolve issues, liaising with other departments or staff as needed.
Update the concern report with a detailed summary of investigation processes and outcomes.
Contact regained clients to clarify reasons for leaving and how the account was regained, then address or clarify possible concerns.
Contact major clients who typically make daily bookings if they have not made a booking by 10:00 am, identifying reasons for down trade, rectifying or escalating service issues, and assisting with bookings.
Ensure all client correspondence, times, and changes to jobs are recorded accurately and in a timely manner in the TMS Notepad section.
Upsell the company's national presence in all client communications.
Assist the Company with the investigation of any client queries.
Follow and comply with the Koala Standard Operating Procedures (SOP) if assigned to the Koala team.
Ensure correct service codes and timeframes are applied to bookings for the Koala team.
Act as the first point of contact for all Koala matters, keeping clients updated on their delivery status.
Ensure you are logged onto the SLACK system and action any notifications in a timely manner.
Monitor the Google Live Spreadsheet for customer delivery issues and action accordingly.
Manage the relationship between Koala clients and the Company, escalating high-level issues to the Customer Service Manager.
Monitor the Bookings’ public email folder and action emails within 24 hours of receipt, escalating to your Manager if unable to resolve.
Monitor the Google Live Spreadsheet if instructed to service the Koala accounts.
Assist your Manager with reporting as required.
Attend Customer Service Department meetings and 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 into 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 the 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.
Report any potential or actual breaches of CG policies and procedures immediately to their Manager.
Take reasonable care for own health and safety and the health and safety of other people.
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 the performance measures and KPIs.
Must answer all phone calls with “Welcome to Capital, this is [name]”.
Ensure that you capture specific information on all telephone bookings.
Ensure that all bookings are taken in line with the Company Manual Handling Policy.
You must ensure that you take all reasonable steps to ensure no bookings that pose a hazardous manual handling risk are entered into the TMS.
You must escalate to your Manager where you are unsure or in any instance where you need to book an assist.
Consider the requirements of each job, including the environment the sub-contractor will be exposed to and apply suitable control measures to the booking.
Ensure that Dangerous Goods bookings are made in line with the Company Dangerous Goods Policy.
All Dangerous Goods bookings must be authorised by a Supervisor, Manager or other authorised person.
Promote the Capital Groups online booking system and tracking system to all clients at all times.
Ensure that you proactively contact clients to inform them of the status of their pick ups.
Where there are any anticipated or actual delays, you must ensure that clients are contacted and informed of such 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 set by your Manager.
Escalate any jobs where the delivery is within 15 minutes of the completion deadline to the relevant Department Supervisor or Manager via the “Query” function in the TMS.
Ensure any updates, times and changes to bookings are properly actioned immediately after the relevant telephone call, prior to answering the next phone call.
You must use your best endeavours to resolve client queries in one telephone call.
Action and resolve all client enquiries within 24 hours of receipt.
If a client enquiry cannot be resolved within 24 hours, you must escalate the matter to your Manager immediately.
Where required, you must transfer telephone calls to the appropriate person, which may include the relevant Account Manager.
When transferring calls, ensure that all relevant information received is accurately passed on to the appropriate person.
In no circumstances are you to simply transfer the call without communicated the relevant information.
You must be logged into the telephone system at all times, with the exception of “Make Busy” and break times, to accept incoming telephone calls.
You must ensure you use the telephone system as outlined in the Customer Service Standard Operating Procedures.
In particular, you are to only use the “Make Busy” telephone option for breaks and for the purpose of completing work-related tasks.
Review the Concern Report on a daily basis and contact the listed clients at the start of each day, to resolve any issues.
You may be required to liaise with other departments or staff to resolve matters, including but not limited to the client’s Account Manager.
You must update the concern report with a detailed summary of your investigation process and outcome.
Contact regained clients after speaking to the Account Manager, clarifying background information including the reason the client left and how the account was regained.
Once this information have been established, you must make contact with the client to address or clarify possible concerns that client may have.
Contact major clients that typically make daily bookings, in the event that they have not made a booking by 10.00am.
You must identify the reason for the down trade, rectify or escalate any service issues and assist them with making a booking, if required.
Ensure all client correspondence, times and changes to jobs are recorded in the Notepad section of the TMS against the relevant job number.
Where you are required to add a notepad entry to a job (e.g. service complaint, time change etc.) you must ensure it is entered accurately and in a timely manner.
Upsell our national presence in all your communication and interaction with existing and potential clients.
Assist the Company with the investigation of any client queries, where required.
If you instructed to work on the Koala team you must follow and comply with the Koala Standard Operating Procedures (SOP).
If you do not have a copy of this document, you must request it from your Manager without delay.
Ensure the correct service codes and timeframes are applied to bookings.
Act as the first point of contact for all Koala matters.
You are responsible for ensuring our Koala clients are kept up to date with all aspects of their delivery including (but not limited to) promptly communicating any delays in expected job completion.
Ensure you are logged onto the SLACK system and action any notifications in a timely manner.
Monitor the Google Live Spreadsheet throughout the day for any customer delivery issues and action accordingly.
Manage the relationship between Koala clients and the Company and escalate any high level issues to the Customer Service Manager without delay.
Monitor the Bookings’ public email folder, action emails within 24 hours of receipt.
If you are unable to resolve the issue within this timeframe, you must escalate to your Manager without delay.
If you are instructed to service the Koala accounts, you must monitor the Google Live Spreadsheet.
Assist your Manage with reporting, as required.
Attend Customer Service Department meetings as required.
Attend one on one meetings with your Manager as required.
Ensure all incidents reported to the Customer Service Department are forwarded to the relevant Department, immediately.
You must ensure you obtain all the relevant information including the relevant driver number, job number and client contact number so the relevant Department can follow up the incident accordingly.
Effectively communicate with colleagues and sub-contractors.
Advocate co-operation with other departments.
Ensure that your 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; which may include, but is not limited to, being available for on-call work during peak periods of the year.
Notify your Manager if you require additional training as soon as practicable.
Ensure you use work time and resources for work activities, through limiting personal phone calls, internet browsing and mobile phone usage.
Ensure compliance with Capital Group’s Company Policies at all times.
Ensure compliance with the Work Health and Safety (WH&S) responsibilities as outlined in section 3.
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 your responsibilities in line with CG’s policies and procedures and legislative requirements.
Perform their roles effectively to manage Chain of Responsibility (COR) risks, and ensure their actions or inactions do not cause or contribute to road safety breaches, specifically with regards to Load Restraint, Mass and Dimension, Fatigue, Speed, and Vehicle Standards.
Ensure that any potential or actual breaches of CG policies and procedures are reported immediately to their Manager.
Take reasonable care for their own health and safety and the health and safety of other people who may be affected by their conduct in the workplace.
Not wilfully or recklessly interfere with or misuse anything provided in the interest of environment health and safety or welfare.

Skills

Customer service
Communication
Problem-solving
Time management
Attention to detail
Upselling
Liaising
Reporting
WH&S compliance

Location

Onsite

Work Type

Full-time

Experience Level

Entry-level

About the Company

Capital Transport and Logistics Group Pty Ltd is an employing entity.
The company operates within the transport and logistics industry.