Customer Service Team Leader

2 months ago

Sydney, Australia Ofload Full time

**About Ofload and our mission**

Join Ofload and become part of a fast-growing technology leader reshaping Australia's logistics landscape. Ranked #2 in The Australian Financial Review BOSS Best Places to Work List in the Transport and Construction category, we're not just a team; we're a community of mission-driven professionals dedicated to eliminating waste in road freight.

Here, every day is an opportunity to collaborate with diverse experts, solve challenging problems, and make a tangible impact on the environment and the industry.

**About the role**:
Reporting to the Customer Service Manager, you will lead a small team responsible for providing hypercare to our high risk customers. You will support and guide your team to help equip everyone with the tools to be successful. You will also attend Customer meetings, understand expectations and create / manage an execution plan. This is a hands on role, responding to our customers and working to a fast resolution.

**What you’ll do**:

- Create and maintain training documentation for both customers and staff
- Conduct regular training sessions with your team, along with QA audits
- Proficient in excel and reporting
- Use data to guide your decisions and actions
- Ensure service standards are met, such as SLA and CSAT - focusing on continuously improving our offering to customer
- Monitor workload and make sure this is evenly distributed
- Escalations - you will be great at de-escalating a situation and committed to getting a fast resolution
- Collaborate and engage with key stakeholders to achieve the best outcomes for the customer

**Qualifications and Skills**:

- You are a strong and confident leader, who works for their team
- Customer Obsessed - Leading by the front, with a sense of urgency
- You challenge the status quo and are solution focused
- Exceptional time management and organisational skills, able to prioritise and delegate tasks
- Strong communicator, who is able to listen, adapt and communicate effectively
- Driven and adaptable

**Ofload: Drive Your Career Forward in a Community Committed to Innovation and Sustainability**

Join Ofload and become part of a fast-growing technology leader reshaping Australia's logistics landscape. Ranked #2 in The Australian Financial Review BOSS Best Places to Work List in the Transport and Construction category, we're not just a team; we're a community of mission-driven professionals dedicated to eliminating waste in road freight.

Here, every day is an opportunity to collaborate with diverse experts, solve challenging problems, and make a tangible impact on the environment and the industry.

**As an Ofload team member, you'll enjoy**:

- Ownership and Reward: Become a co-owner through our Employee Share Option Plan and celebrate shared success as our company grows.
- Empowerment and Growth: Thrive in a fast-paced, supportive atmosphere that values innovation, learning, and personal growth. With opportunities to tackle significant industry challenges, you're empowered to achieve great things.
- Flexibility and Wellbeing: Balance your life with hybrid work arrangements, including remote work options and additional leave for volunteering, celebrations, and personal milestones.
- Community and Connection: Experience a family-like atmosphere where respect, support, and camaraderie are part of everyday life. Join us for team retreats, enjoy weekly team breakfasts and after-work drinks, and participate in a culture that celebrates diversity and open communication.

Join Ofload and be a part of a visionary company where your work drives real change, and your growth is limitless.

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