Customer Service Team Leader
vor 3 Monaten
About Ofload and our mission Join Ofload and become part of a fast-growing technology leader reshaping Australia's logistics landscape.
Ranked #2 in The Australian Financial Review BOSS Best Places to Work List in the Transport and Construction category, we're not just a team; we're a community of mission-driven professionals dedicated to eliminating waste in road freight.
Here, every day is an opportunity to collaborate with diverse experts, solve challenging problems, and make a tangible impact on the environment and the industry.
About the role: Reporting to the Customer Service Manager, you will lead a small team responsible for providing hypercare to our high-risk customers.
You will support and guide your team to help equip everyone with the tools to be successful.
You will also attend customer meetings, understand expectations, and create/manage an execution plan.
This is a hands-on role, responding to our customers and working to a fast resolution.
What you'll do: Create and maintain training documentation for both customers and staff Conduct regular training sessions with your team, along with QA audits Proficient in Excel and reporting Use data to guide your decisions and actions Ensure service standards are met, such as SLA and CSAT - focusing on continuously improving our offering to customers Monitor workload and ensure this is evenly distributed Escalations - you will be great at de-escalating a situation and committed to getting a fast resolution Collaborate and engage with key stakeholders to achieve the best outcomes for the customer Qualifications and Skills: You are a strong and confident leader, who works for their team Customer Obsessed - Leading by the front, with a sense of urgency You challenge the status quo and are solution-focused Exceptional time management and organisational skills, able to prioritise and delegate tasks Strong communicator, who is able to listen, adapt and communicate effectively Driven and adaptable At Ofload we prioritise impact, aptitude and passion, so we'd encourage you to apply if you do not meet all the above criteria.
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