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 Logi…
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Full-time
Posted 155d ago
~40 hrs/week
Responsibilities
Manage incoming client bookings and proactively contact accounts to encourage repeat business and resolve service issues. Coordinate between clients, sub-contractors, and internal departments to ensure timely deliveries and high customer satisfaction.
Requirements
Must be able to handle high call volumes efficiently while adhering to strict KPIs and company policies regarding manual handling and dangerous goods. Requires professional communication skills and the ability to use Transport Management Systems and communication tools like Slack.
Full job description
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
1.1Performance 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
1.2Customer 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
1.3Customer 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.
1.4administration
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.
1.5General 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:
2.1Employees 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.
2.2Supervisors 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;
2.3Managers 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.
Related keywords
Transport Management SystemTMSKPICustomer ExperienceLogisticsDangerous Goods PolicyManual Handling PolicySlackGoogle Live SpreadsheetChain of ResponsibilityCORWH&SNational Heavy Vehicle LegislationCall CenterClient Retention
Your national, full-service,
transport & logistics company
Industry
Freight and Package Transportation
Company size
201-500 employees
Founded
1990
Headquarters
Clayton North, Victoria
LinkedIn followers
5,897
Capital Transport is your trusted national, full-service, transport and logistics partner. We proudly provide innovative, flexible transport solutions including express couriers, taxi trucks and warehousing facilities with a strong technology offering to Australia’s premier companies.
Since its establishment in 1990, Capital Transport Group has continued to grow and expand successfully with offices in Melbourne, Sydney, Brisbane, Perth and Adelaide and a dynamic fleet of over 1700 vehicles across Australia!
Capital Transport is committed to providing its customers with innovative solutions and continuous improvement. We achieve this through significant investments in software development and business improvement processes that add value to our clients businesses.
Our knowledgeable sales professionals take the time to understand our customers businesses so that we can provide transport solutions that solve problems, increase efficiency and reduce costs through process improvement.
Offices: 75-85 Nantilla Rd, Clayton North, Victoria 3168, AU · 29 South St, Rydalmere, New South Wales 2116, AU · 82 Tarlton Crescent, Perth Airport, Western Australia 6105, AU · 420 Nudgee Rd, Building 19, Hendra, Queensland 4011, AU · 27 O'Halloran St, Adelaide, South Australia 5000, AU
National OrganisationLarge Fleet with a Wide Variety of VehiclesPermanent Placement Vehicle OptionsCost-effective and EfficientLocally-based Customer ServiceHelpful Account Management TeamsReal-time Delivery Track and TraceInstant Delivery Notificationcourier serviceand same-day service
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