Customer Service Team Lead

3 weeks ago

Sydney, New South Wales, Australia Ofload Full time
About Ofload

We're 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 a community of mission-driven professionals dedicated to eliminating waste in road freight.

Job Summary

We're seeking a Customer Service Team Lead to lead a small team responsible for providing hypercare to our high-risk customers. You'll support and guide your team to help equip everyone with the tools to be successful.

Key Responsibilities
  • Create and maintain training documentation for customers and staff
  • Conduct regular training sessions and QA audits
  • Use data to guide decisions and actions
  • Ensure service standards are met, including SLA and CSAT
  • Monitor workload and distribute tasks evenly
  • Escalate situations and resolve them quickly
  • Collaborate with stakeholders to achieve customer outcomes
Requirements
  • Strong leadership skills
  • Customer-obsessed with a sense of urgency
  • Challenging the status quo and solution-focused
  • Exceptional time management and organizational skills
  • Strong communication and adaptability
About the Role

This is a hands-on role that requires responding to customers and working towards fast resolutions. You'll be responsible for creating and maintaining training documentation, conducting regular training sessions, and using data to guide your decisions.

We're looking for someone who is a strong leader, customer-obsessed, and able to work in a fast-paced environment. If you're passionate about delivering exceptional customer experiences, we'd love to hear from you.

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