Customer Service Officer

2190 Mount Lewis Chandler Macleod

Job Description

Customer Service Officer | Chullora NSW

Our client within the food distribution industry is seeking a proactive and customer-focused Customer Service Administrator to join their team in Chullora on a temporary basis. This is an excellent opportunity for someone with strong communication skills who enjoys working in a fast‑paced setting and providing exceptional customer service.

About the Role

Reporting to the Customer Service Manager, you will play a key role supporting customers and internal stakeholders by managing orders, resolving enquiries and ensuring a positive customer experience. This is a 3-month temporary assignment with the potential for extension.

Hours: Monday to Friday, 9:00am to 5:00pm

Key Responsibilities

- Handle inbound customer enquiries via phone and email
- Process customer orders accurately and efficiently
- Resolve customer issues and complaints in a professional manner
- Maintain customer records and documentation
- Provide administrative support to the customer service team
- Liaise with internal departments to ensure customer requirements are met
- Assist with general office administration tasks

About You

- Previous customer service or administration experience
- Confident telephone manner
- Excellent communication and interpersonal skills
- Strong attention to detail and data entry accuracy
- Ability to manage multiple tasks in a busy environment
- Positive attitude and willingness to learn
- Intermediate computer skills

What's on Offer

- Immediate start available
- 3-month temporary assignment with extension potential
- Supportive team environment
- Full training provided
- Onsite parking
- Chullora location





Customer Service Officer Department Customer Experience Reports directly to Customer Experience Supervisor Reports InDirectly to Group Customer Experience Manager 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 Critical relationships (internal) Customer Experience Supervisor Group Customer Experience Manager Customer Service 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 Service Officer, you will report directly to the Customer Experience Supervisor and indirectly to the Group Customer Experience Manager. You are responsible for ensuring that all telephone calls are answered promptly and professionally at all times. As a Customer Service Officer, you are to provide superior customer service to our clients by ensuring that all client bookings are taken efficiently and accurately.



You must identify and resolve any potential delivery 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 elevate to your Manager where you are unsure or in

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