Customer Service Officer

About Us

At Busways, our core focus is on quality Customer Service, stakeholder engagement and employee development.

For over 80 years, we’ve delivered a professional, reliable standard of service. We currently operate bus service contracts for Transport for NSW in Western Sydney, North Shore and West, Central Coast and North Coast and the South Australian Public Transport Authority in Adelaide’s Outer South.

With a team of more than 2,800 people, committed to transporting over 53.7 million passenger journeys each year, we pride ourselves on taking a proactive approach to public transport delivery to ensure that the customer journey is seamless as possible.

About the Opportunity

We’re looking for an exceptional Customer Service Officer to impress our customers with fast, friendly, caring support.

Busways’ customer commitment is to provide a service that makes customers feel safe, welcome, comfortable and impressed every time they travel with us.

We believe that every single person in our team contributes in some way to the journey experience for our customers, no matter how indirectly - what you will do in this role will have some impact down the line to the customer.

Role responsibilities

In the customer support team, your top priority is to make sure our customers are listened to and have the best experience possible, and provide fast, high-quality and thoughtful service.  There is no hard selling or upselling in this role - it is all about nurturing our customers, helping to solve their issues and treating them with respect. 

Day-to-day you will:

• Manage customer feedback and respond to complaints
• Investigate complaints internally to ensure a resolution is achieved
• Keep detailed records in company systems
• Close the loop with the customer
• Monitor and respond to our Cooee Busways on demand transport service via SMS and in-app messaging.
• Monitor and respond to our Cooee Busways drivers through two-way communication system
• Liaise with our Operations Control Centre for on-road incidents, accidents and breakdowns for our Cooee Busways On-Demand service.

No weekend work is required however you will be required to have the flexibility to work across a variety of 8 hour shifts between 7am - 7pm. These will be rotated according to operational needs. 

About you

You love to give exceptional Customer Service, thrive on positively managing the customer experience and are motivated by solving customer issues. You will impress our customers with fast, friendly, warm support. You will receive full training and mentoring and the opportunity to gain a Customer Service qualification.  

The successful applicant will need to have the following demonstrated attributes:

• You are a great communicator who writes well and is warm and confident on the phone
• You’re polite, understanding, patient and able to calm troubled waters
• You are positive and love working with people
• You are accurate and have high attention to detail
• You're a whizz at organisation to prioritise your day and self-manage your time
• You are reliable, consistent, adaptable and take pride in your contribution
• You love working both independently and collaboratively to find solutions
• You are good with MS Office and other technology
• You are a quick learner, who learns from mistakes and seeks to do better every day
• You have a NSW driver’s licence
• You are a Permanent Resident or Australian Citizen

Great working environment

Join a fun, friendly team in a supportive work environment where you receive continuous support and help. We are a group of passionate Customer Service specialists who have the customer at the heart of all that we do. We are a team that gets the job done, where no task is too small. We are collaborative but can work solo when needed.

We care about our people and encourage employees to learn and develop, as well as offering great employee benefits including:

• Fitness Passport, a great scheme allowing you and your family to access multiple pools and fitness facilities around Sydney and regional NSW all under one competitive membership fee 
• Employee Assistance Program by Benestar, giving you and your family access to an independent organisation that provides a broad range of personal support services
• Office Lunch Club, providing access to discounted meals at work
• Modern office environment, including large communal kitchen and outdoor lunch space, coffee machine, free fruit and periodic company lunches

Apply now

If you believe this is the role you have been looking for, apply now! In addition to your resume, we would love to see a cover letter telling us why you would be the perfect addition to our team and why our ad caught your attention. Individual applications will be processed as soon as they are received.

Busways is an Equal Opportunity Employer that is committed to achieving a diverse workforce. We strongly encourage applications from people representing all diversity groups and ages such as Aboriginal and Torres Strait Islander, LGBTIQ+, people with disabilities, religious beliefs and ethnicity.