ABOUT USIn partnership with Government, Transit Systems NSW innovates, designs and delivers public transport solutions that attract customers because they are easy to use, reliable, convenient and safe. To ensure ease of use, we deliver integrated bus services and transport networks, intelligently easing road congestion and increasing a city’s sustainability and liveability.Transit Systems NSW is part of Kelsian Group Limited, Australia’s largest integrated land and marine, tourism and public transport service provider with established international operations in London and Singapore. With approximately 9000 employees, we are one of Australia’s most experienced and diverse multi-modal transport businesses operating around 4000 buses, 120 ferries and 24 light rail vehicles, carrying over 207 million customers where they need to go.For more information about Transit Systems, please visit our
ABOUT THE ROLETransit Systems is seeking customer focussed individuals to investigate and resolve customer feedback cases and will work closely with our operational and planning teams to continually improve customer journey experience. The right people will have excellent communication skills and be bright, well-mannered and enthusiastic. This position is a 38-hour week Monday to Friday. The successful candidates may also be required to perform general office administration and reception duties as required.
Duties and Responsibilities Include:- Investigate all customer feedback (complaints, compliments, feedback, and enquiries) using systems such as Salesforce, Hastus, TIMS and bus tracking software.
- Deliver a high standard and professional response to customers by email and telephone.
- Maintain and update the Customer Feedback Management System (Salesforce) and other databases as required.
- Provide feedback to operations and service planning teams.
- Assist the Customer Experience Team Leader in identifying trends and reporting.
- Assist other depots with customer feedback management as required as part of the Transit Systems NSW team.
- General office duties including data entry and the receipt, storage, return and disposal of lost property where required.
- Prepare correspondence as directed.
The successful applicant will need to be prepared to work from any Transit Systems depot in Sydney if required.
Skills and Experience required:- Exceptional customer relations and inter-personal skills with a professional telephone manner.
- Demonstrated excellent internal and external stakeholder relationships.
- Previous customer service experience.
- Investigation skills
- Experience using Salesforce or similar, Microsoft Word and Excel.
- Ability to take instruction
- Ability to work in a team environment.
Additionally, you will possess the ability to manage, organise and prioritise workloads. This is a busy, hands-on position and to be successful you will need to be proactive and adaptable, with a focus on accuracy, attention to detail and time management. Your experience, dedication, honesty, organisational ability, and professional attitude could secure this job for you.Training will be provided to the appointed applicant.Any enquiries please contact Kaz Corsham,
Customer Experience Team Leader Leichhardt on 8118 7222.APPLICATIONS CLOSE BY COB 22/03/2024
No recruitment agencies pleaseKelsian Group Limited is committed to providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background. We strongly encourage applications from Aboriginal and Torres Strait Islander people.
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