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 career development.
Supportive, cooperative 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