Customer Service Team Leader
vor 1 Monat
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 staffConduct regular training sessions with your team, along with QA auditsProficient in Excel and reportingUse data to guide your decisions and actionsEnsure service standards are met, such as SLA and CSAT - focusing on continuously improving our offering to customersMonitor workload and ensure it is evenly distributedManage escalations - you will be great at de-escalating a situation and committed to getting a fast resolutionCollaborate and engage with key stakeholders to achieve the best outcomes for the customerQualifications and Skills: You are a strong and confident leader, who works for their teamCustomer Obsessed - Leading by the front, with a sense of urgencyYou challenge the status quo and are solution-focusedExceptional time management and organisational skills, able to prioritise and delegate tasksStrong communicator, who is able to listen, adapt and communicate effectivelyDriven and adaptableAt Ofload, we prioritise impact, aptitude, and passion, so we'd encourage you to apply if you do not meet all the above criteria.
As an Ofload team member, you'll enjoy: Empowerment and Growth: Thrive in a fast-paced, supportive atmosphere that values innovation, learning, and personal growth.Flexibility and Wellbeing: Balance your life with hybrid work arrangements, including remote work options and additional leave for volunteering, celebrations, and personal milestones.Community and Connection: Experience a family-like atmosphere where respect, support, and camaraderie are part of everyday life.Join Ofload and be a part of a visionary company where your work drives real change, and your growth is limitless.
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