Job Highlights

Contract: Independent Contractor
Work Schedule: 7 hours per day, Shifting schedule, 2 rest days per week
Client Timezone: Australia

Company Purpose
Our purpose is to unlock the full potential of a customer’s purchase by fulfilling the delivery promise.

Primary Purpose of the Position
The Delivery Professional (DP) Support Officer (DPSO) is the frontline team member responsible for receiving and resolving delivery professional (DP) queries. The DPSO acts as the primary interface between the client and its delivery professional network, supporting DPs in overcoming on-road challenges such as app issues, address location, customer contact, and significant events (e.g., accidents, breakdowns, weather events). The DPSO also contributes to initiatives aimed at improving both DP and customer experience in areas impacting delivery quality.

Critical Accountabilities & Outcomes (key outputs or results required from the role)

1. Driver Support & Issue Resolution
   Assist delivery drivers with navigation, access issues, or failed delivery attempts.
   Respond to inbound calls, chats, or tickets from drivers and customers in a courteous, timely manner.
   Use internal tools to resolve or escalate on-road challenges.
   Escalate unresolved or urgent issues to team leads or specialist teams.
   Log and update tickets with accurate notes, resolution steps, and status codes.

2. Queue & Workflow Management
   Help manage shared queues and redistribute load during peaks or outages.
   Follow SOPs, escalation paths, and data handling protocols.

3. Communication & Relationship Management
   Build effective and supportive relationships with DPs through responsive, open, and positive communication.
   Communicate with DPs to meet client KPI outcomes and provide professional, timely delivery support.
   Escalate DP, client, or customer queries as per client processes.

4. Continuous Improvement
   Contribute to initiatives that identify and improve DP and customer experience.
   Suggest process improvements for delivery quality and support efficiency.
   Other tasks as determined by the needs of the business, which include but are not limited to conducting reporting, administration, and specific client support activities.

5. Customer Experience Support
   Be the first point of contact for client and customer enquiries via Zendesk or phone calls.
   Provide accurate and timely resolution for received enquiries in line with CX KPIs.

6. Safety & Compliance
   Everyone is responsible for safety as per the client’s safety policy and safety management incident procedure.
   Responsible for incident and hazard identification and reporting within the working environment.
   Responsible for communicating DP hazards, incidents, and reporting escalated safety concerns to the appropriate point of escalation.
   Familiarise yourself with company procedures around safety and wellbeing.

Success Profile (required experience, competencies, functional knowledge & qualifications necessary to perform the role effectively)
1–3+ years in customer support, retail, delivery coordination, or similar fast-paced settings.
Exposure to logistics or delivery operations, ideally with experience supporting drivers, depots, or last-mile delivery.
Experience with multi-channel communication (phone, email, chat, app-based systems).
Comfortable working during busy shifts, high call volumes, or public holidays.
Willing and able to work flexible hours to cover extended operational windows.
Familiarity with ticketing or CRM systems (e.g., Zendesk, Salesforce, Freshdesk).
Basic knowledge of delivery platforms and tracking tools.
Clear written and verbal communication skills.
Ability to use macros, knowledge bases, and follow standard responses.
Accurate data entry and record-keeping.

Attributes
Customer and driver empathy; positive, can-do mindset.
Resilience in a fast-paced environment; reliable and accountable.
Team-oriented, supportive, and collaborative.
Strong situational judgment and service outcome focus.
Effective time and workflow management.
Able to react promptly to delivery issues and customer concerns.
Logical and calm under time-critical or high-volume situations.
Understands when to escalate vs. resolve, balancing rules with outcomes.
Notices important details (addresses, time windows, exception flags).

Job ID: 43352814973