Customer Experience Officer

Department	Customer Service
Reports directly to	Group Customer Experience Manager Customer Experience Supervisor
Number of reporting relationships	2
Employing entity	Capital Transport and Logistics Group Pty Ltd
authority to act	This position must act within written group policies, procedures and operations manuals.  All decisions outside these parameters must be approved by your direct manager.
Number of staff reporting directly to this position	0
Number of staff reporting indirectly to this position	0
Critical relationships (internal)	Group Customer Experience Manager Customer Experience Supervisor Customer Experience Department Courier Department Taxi Trucks Department Fleet Management Department Sales and Account Management Department Administration Department Contracts Department HR and HSEQ Department
Critical relationships (ExTErnal)	Existing clients Sub-contractors

Position Summary

As a Customer Experience Officer, you will report directly to the Customer Experience Supervisor and indirectly to the Group Customer Experience Manager.  In addition to incoming telephone call responsibilities, you are also responsible for contacting regained clients and major accounts that book jobs daily, to encourage new and repeat business opportunities..

You must identify and resolve any potential service 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.  

 

1.    Key Responsibilities and Tasks

1.1    Performance measures and key peformance indicators (KPI)

• You must ensure you meet the following performance measures and KPIs:

Performance Measure	Benchmarked KPI
Telephone calls are answered promptly to avoid unnecessary abandoned calls and high average answering times	Answer within 3 rings (i.e. 7 seconds)
Client bookings are taken efficiently and accurately to minimise booking errors	Booking errors must not exceed 1.5% of your total bookings per day
Average number of client calls handled per hour per day	Average of 15 client calls per hour, per day
Average call handling time	Does not exceed 1 minute and 50 seconds (ie. 110 seconds)
Number of re-queued telephone calls	Less than 2% of total calls

1.2    Customer Service and client bookings

• Provide superior customer service to clients at all times. You must answer all phone calls with “Welcome to Capital, this is [name]”
• Ensure that you capture the following information on all telephone bookings:
  • Type and number of goods;
  • Dimensions;
  • Weight; and
  • Special delivery instructions (if they apply).
• 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, including but not limited to specialised equipment, manual handling equipment, detailed instructions and/or an assist
• Ensure that Dangerous Goods bookings are made in line with the Company Dangerous Goods Policy, and that all Dangerous Goods bookings are 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
• Where you are tasked with performing client call backs you must:
  • 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; and
• 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. You are required to liaise with the relevant Departments, clients and sub-contractors, where necessary
• Where required, you must transfer telephone calls to the appropriate person, which may include the relevant Account Manager. When doing this, you must 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 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

1.3    Customer Experience

• 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; and
  • Manage the relationship between Koala clients and the Company and escalate any high level issues to the Customer Service Manager without delay.

1.4    administration

• 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.

 

1.5    General Responsibilities

• 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

 

 

2.   Work Health and Safety (WH&S) Responsibilities

All staff are responsible for the following safe work procedures and instructions:

2.1       Employees must

• 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; and
• Not wilfully or recklessly interfere with or misuse anything provided in the interest of environment health and safety or welfare.

2.2       Supervisors are responsible for

• Providing adequate supervision through technical guidance, training and support to ensure employees carry out their responsibilities in line with CG’s policies and procedures and legislative requirements;
• Maintaining regular communication with employees to identify if there are any issues that could result in a breach to CG policies and procedures and escalating to the Manager and relevant key stakeholders;
• Assisting with any efforts undertaken by the Capital Group to implement initiatives and corrective actions to comply with WH&S and National Heavy Vehicle legislation;

2.3       Managers and Section Heads are responsible for

• Ensuring information, training, instruction and supervision is provided to all employees at the point of induction, and cyclically thereafter, so that they can effectively perform their roles and responsibilities in accordance with CG policies and procedures, and legislative requirements;
• Maintaining regular communication with employees to identify if there are any issues that could result in a breach to CG policies and procedures;
• Monitoring internal and external processes to identify risks to the business and developing suitable control measures;
• Identifying and investigating any potential or actual breaches, notifying and consulting with the relevant key stakeholders, implementing corrective actions required for compliance without delay, and ensuring appropriate records are maintained.