Job Overview

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

The Delivery Professional 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 our 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.

Schedule

• Work Schedule: 7 hours per day, Shifting schedule, 2 rest days per week
• Client Timezone: Australia Time

Responsibilities

• 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.
• Queue & Workflow Management: Help manage shared queues and redistribute load during peaks or outages. Follow SOPs, escalation paths, and data handling protocols.
• 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.
• Continuous Improvement: Contribute to initiatives that identify and improve DP and customer experience. Suggest process improvements for delivery quality and support efficiency. Perform 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.
• 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.
• Safety & Compliance: 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.

Requirements

• 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.

Independent Contractor Perks

• Health coverage in eligible locations
• Permanent work from home
• Immediate hiring

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.