Customer Experience Officer

Capital Transport; Melbourne; On-site; AUD 50,000 - 65,000; Full time

Job summary

Capital Transport in Clayton, Melbourne, Australia, seeks a Customer Experience professional to manage a portfolio of clients, understand their business needs, and proactively improve service and retention. You will communicate via calls and emails, coordinate with operations, and keep customers informed of progress.

On-site role with set hours, helping the team reduce churn and identify opportunities for added value.

Qualifications

• Excellent written and verbal communication skills.
• Ability to build long-term relationships with customers.
• Proactive problem solving and issue resolution.

Responsibilities

• Manage a portfolio of customers and understand their business needs.
• Proactively contact customers to improve service and reduce churn.
• Coordinate with operations teams and keep customers informed.
• Handle calls and emails as part of support.

Skills

Great communicator

Customer service

Problem solving

Team player

Attention to detail

Job description

Capital Transport is one of Australia's largest Courier & Taxi-Truck businesses. We keep Melbourne moving, getting a wide range of items where they need to be, when they need to be there. The Customer Experience team assist our customers to book services, provide updates and proactively solve problems before they affect our customers. Our customers rely on us as a critical extension of their businesses.

Now a little about the position we have open.

You'll be responsible for a portfolio of customers and will work to understand their business, identify trends in their transport activity and build strong relationships. You'll proactively contact customers, identify opportunities to improve service, reduce churn and, where appropriate, win back business that has moved to competitors. If you enjoy spotting patterns, solving problems and building long-term relationships, you'll love this aspect of the role.

You’ll also support our wider client base by answering calls and emails, coordinating with our operations teams and keeping customers informed. While you’ll sometimes resolve issues, much of the role is proactive—anticipating problems and managing customer relationships.

This position is based in Clayton, and is on-site. Our business hours are from 6:00am to 6:00pm, Monday to Friday. Set shifts will fall within these hours (no rotating rosters.)

Here’s the sort of person we would like to join the team.

If you know that you can deliver great customer service and can build relationships, we’d love to hear from you. You might be from a hospitality background, or looking to change careers. You might be very early on in your career journey. We’re not as concerned about your experience, but we know you’ll be successful here if you;

Are a great communicator. You can write well and can speak confidently on the phone. You have the ability to build long term relationships.

Are a team player. There will be times that you’ll need to work autonomously, but to do well at Capital, you will need to be able to work with your teammates to achieve your goals.

Can get things done. You’ll need to juggle multiple tasks and prioritise depending on their importance.

Can think on your feet. If you like a fast-paced environment, you’ll fit right in here.

Are curious. You enjoy understanding how businesses work, spotting patterns in customer behaviour and finding opportunities to improve outcomes for both the customer and business.

Want to lean more?

Hit the apply button now! Please note that applications from individuals without work rights in Australia will not be considered.

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