Frontline Support Specialist

3 days ago


Australia beBeeCustomerService Full time $58,000 - $78,000
Job Overview

We are seeking a skilled Customer Experience Officer to provide exceptional service to clients at all times.

The ideal candidate will have excellent communication skills, be able to work in a fast-paced environment and have a passion for delivering outstanding customer experiences.

Main Responsibilities
  • Answer telephone calls promptly and efficiently, ensuring that all client bookings are taken accurately and minimize booking errors.
  • Provide superior customer service to clients, responding to all phone calls with "Welcome to [name]".
  • 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 and take all reasonable steps to ensure no bookings that pose a hazardous manual handling risk are entered into the system.
  • Promote the online booking system and tracking system to all clients at all times.
  • Proactively contact clients to inform them of the status of their pick ups, escalating any jobs where the delivery is within 15 minutes of the completion deadline to the relevant Department Supervisor or Manager via the query function.
Performance Metrics
  • Telephone calls answered promptly to avoid unnecessary abandoned calls and high average answering times.
  • Client bookings taken efficiently and accurately to minimize booking errors.
  • Average number of client calls handled per hour per day.
  • Average call handling time does not exceed 1 minute and 50 seconds.
  • Number of re-queued telephone calls less than 2% of total calls.


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