Customer Service Team Lead Specialist

4 weeks ago

Sydney, New South Wales, Australia Ofload Full time

About Ofload and Our Mission

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.

Our team is dedicated to eliminating waste in road freight, and we're looking for a skilled leader to join us. As Customer Service Team Lead Specialist, you'll lead a small team responsible for providing hypercare to our high-risk customers.

Key Responsibilities:

  • Create and maintain training documentation for both customers and staff
  • Conduct regular training sessions with your team, including QA audits
  • Proficient in Excel and reporting, using data to guide your decisions and actions
  • Ensure service standards are met, such as SLA and CSAT, focusing on continuously improving our offering to customers
  • Monitor workload and ensure it's evenly distributed
  • Evaluate and resolve customer escalations effectively

Requirements:

  • You're a strong and confident leader who works collaboratively with your team
  • Customer Obsessed - Leading by example 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 can listen, adapt, and communicate effectively

We offer a competitive salary, estimated at $120,000 per annum, plus benefits that include empowerment and growth opportunities, flexibility, and a supportive work environment. At Ofload, we value innovation, learning, and personal growth, and we're committed to creating a family-like atmosphere where respect, support, and camaraderie thrive.

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