Customer Service Officer

Department: Taxi Trucks

Reports directly to: Operations Manager

Reports directly to: Taxi Trucks Manager

Number of reporting relationships: 2

location: Office

Employment Type: Full-Time, Part-Time, Casual

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)

- Taxi Trucks Manager
- Taxi Trucks Supervisor
- Taxi Trucks Department
- Courier Department
- Customer Service Department
- Fleet Management Department
- Sales and Account Management Department
- Administration Department
- Contracts Department
- Risk and HR Department

Critical relationships (External)

- Existing clients
- Sub-contractors

Position Summary

As a Customer Service Representative, you will report directly to the Taxi Trucks Manager and the Operations Manager. You are responsible for ensuring that all telephone calls are answered promptly and professionally at all times.

As a Customer Service Representative, 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 Taxi Trucks, 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 any instance where you need to book an assist
- Consider the requirements of each job, including the environment the sub-contractor will be exposed to and apply suitable control measures to the booking, including but not limited to specialised equipment, manual handling equipment, detailed instructions and/or 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 Transport 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 pickup 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 current 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 phon

📌 Taxi Trucks (Australia)
🏢 Capital Transport Group
📍 Australia