Customer Service

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
1.1 PERFORMANCE 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
1.2 CUSTOMER 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
- 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, wi