Retail Team Member - Labrador North

Ampol; Sydney; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work after training

Structured onboarding and training

Professional development

Collaborative team culture

Career progression

Exposure to private health insurance

Job summary

Capital Transport and Logistics Group Pty Ltd in Sydney is seeking a Customer Service Officer - Retail Team Member. You will answer inbound calls, capture booking details and help ensure smooth, accurate deliveries.

This full‑time role offers hybrid work after training, a base salary of AU$75,000 per year with a potential annual bonus, and ongoing coaching within a collaborative team focused on accurate records and excellent service.

Qualifications

• Previous customer service, contact centre, banking, insurance or superannuation experience.
• Strong verbal and written communication skills.
• Confident phone manner.
• Excellent problem-solving and attention to detail.

Responsibilities

• Answer all calls with a friendly welcome and capture booking details.
• Capture booking information: type/number of goods, dimensions, weight, and delivery instructions.
• Follow Company Manual Handling Policy and escalate hazards as needed.
• Promote Capital Group’s online booking system and tracking.
• Provide timely updates for missed or delayed deliveries and notify clients.
• Coordinate rescheduled consignments with customers and liaise with relevant departments.

Skills

Customer service experience

Verbal communication

Written communication

Phone manner

Problem solving

Job description

Customer Service Officer - Retail Team Member Labrador North

Company: Capital Transport and Logistics Group Pty Ltd

Location: Sydney

Contract: Full-time Permanent

Salary: $75,000 per year plus potential annual bonus.

Key Responsibilities and Tasks

• Answer all telephone calls with “Welcome to Capital, this is (name)”.
• Capture booking information: type/number of goods, dimensions, weight, special delivery instructions.
• Ensure all bookings are taken in line with Company Manual Handling Policy.
• Escalate to Manager when uncertain or when dealing with hazardous manual handling.
• Promote Capital Group’s online booking system and tracking.
• Ensure timely updates for missed or delayed deliveries and client notifications.
• Coordinate rescheduled consignments with customers.
• Follow up on service issues via liaison with client, sub‑contractor and relevant departments.
• Maintain accurate records in the TMS and Notepad section.
• Resolve client queries within one telephone call where possible.
• Resolve enquiries within 24 hours, escalating if needed.
• Maintain learning of system procedures and continuous improvement.

Performance Measures and Key Performance Indicators (KPI)

• Answer calls within 3 rings (7 seconds).
• Client bookings taken efficiently with error rate not exceeding 1.5% of total daily bookings.
• Average 15 client calls per hour.
• Average call handling time not exceeding 1 minute 50 seconds (110 seconds).
• Re‑queued calls less than 2% of total calls.

Administration

• Monitor Bookings’ public email folder, respond to emails within 24 hours.
• Assist with stock control and inventory administration.
• Provide administrative support and manage customer records.

Benefits

• Hybrid working flexibility post training.
• Structured onboarding and comprehensive training.
• Ongoing coaching and professional development.
• Supportive, collaborative team culture.
• Long‑term career progression.
• Opportunity to build specialist experience within private health insurance.

Eligibility and Requirements

• Previous customer service, contact centre, banking, insurance or superannuation experience.
• Strong verbal and written communication skills.
• Confident phone manner.
• Excellent problem‑solving and attention to detail.
• Resume of relevant experience; no minimum years required.

Who We Are

We are a leading global logistics and private health insurance provider prioritizing first‑class customer service and a collaborative culture.