Customer Service Officer - Retail Team Member Labrador North

Company: Capital Transport and Logistics Group Pty Ltd

Location: Sydney

Contract: Full-time Permanent

Salary: $75,000 per year plus potential annual bonus.

Key Responsibilities and Tasks

- Answer all telephone calls with “Welcome to Capital, this is (name)”.
- Capture booking information: type/number of goods, dimensions, weight, special delivery instructions.
- Ensure all bookings are taken in line with Company Manual Handling Policy.
- Escalate to Manager when uncertain or when dealing with hazardous manual handling.
- Promote Capital Group’s online booking system and tracking.
- Ensure timely updates for missed or delayed deliveries and client notifications.
- Coordinate rescheduled consignments with customers.
- Follow up on service issues via liaison with client, sub‑contractor and relevant departments.
- Maintain accurate records in the TMS and Notepad section.
- Resolve client queries within one telephone call where possible.
- Resolve enquiries within 24 hours, escalating if needed.
- Maintain learning of system procedures and continuous improvement.

Performance Measures and Key Performance Indicators (KPI)

- Answer calls within 3 rings (7 seconds).




- Client bookings taken efficiently with error rate not exceeding 1.5% of total daily bookings.
- Average 15 client calls per hour.
- Average call handling time not exceeding 1 minute 50 seconds (110 seconds).
- Re‑queued calls less than 2% of total calls.

Administration

- Monitor Bookings’ public email folder, respond to emails within 24 hours.
- Assist with stock control and inventory administration.
- Provide administrative support and manage customer records.

Benefits

- Hybrid working flexibility post training.
- Structured onboarding and comprehensive training.
- Ongoing coaching and professional development.
- Supportive, collaborative team culture.
- Long‑term career progression.
- Opportunity to build specialist experience within private health insurance.

Eligibility and Requirements

- Previous customer service, contact centre, banking, insurance or superannuation experience.
- Robust verbal and written communication skills.
- Confident phone manner.
- Excellent problem‑solving and attention to detail.
- Resume of relevant experience; no minimum years required.

Who We Are

We are a leading global logistics and private health insurance provider prioritizing first‑class customer service and a collaborative culture.

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📌 Retail Team Member - Labrador North (Sydney)
🏢 Ampol
📍 Sydney