AddressThis is a 9-month fixed term contract.
Join the frontline of Sydney Airport as a key member of our Airport Service Centre (ASC), where your role is not just about service but about ensuring the smooth operation of one of the busiest hubs in the world. As the face of Sydney Airport to the myriad of employees and contractors navigating the complexities of security clearance applications, your contribution is pivotal. You will be the guiding light, helping them secure their pass to the airside, where every take-off and landing is a testament to safety, security, and service.
As a Customer Service Representative, you'll embody the spirit of Sydney Airport, championing a customer-centric culture within the ASC. Your expertise will not only navigate the intricacies of regulatory compliance but also foster strong connections across our vibrant airport community. By managing customer interactions with professionalism and care, and by steering the security clearance process with precision, you become an integral part of our mission to deliver seamless, secure airport experiences.
What you’ll be doing:
- Foster a customer-centric culture within the Airport Service Centre (ASC) by building strong relationships with the team and stakeholders, serving as the primary point of contact for customer inquiries, and ensuring timely and professional resolution of issues through Salesforce CRM and other systems.
- Effectively communicate with customers through their preferred channels, including phone, email, and written correspondence, while meticulously maintaining and updating customer interaction records in CRM / Service Cloud.
- Collaborate with relevant teams to address customer feedback, manage case investigations, and provide customers with ongoing updates until their concerns are fully resolved. Proactively monitor customer channels to identify and report emerging issues to management.
- Conduct thorough verification of identity documents and individuals in compliance with regulatory requirements during the ASIC application process, ensuring accurate data entry and service provision to meet performance standards and regulatory obligations.
- Contribute to the development and refinement of ASC policies, procedures, and systems to align with security regulations, best practices, and continuous improvement in operations, while adhering to WHS, EEO, and environmental policies and legislation.
About you:
- Proven experience in Customer Service or front-line support roles, preferably within a high-volume, fast-paced environment such as airports, hospitality, or retail sectors, demonstrating the ability to handle complex customer interactions with patience and professionalism.
- Proficiency in managing customer data, records, and communications effectively, with a keen eye for detail and accuracy in documentation and data entry.
- Familiarity with regulatory compliance and identity verification processes, with a preference for candidates who have experience in security clearance procedures or similar regulatory frameworks, showcasing an ability to adhere to strict guidelines and standards.
- Excellent communication skills, both verbal and written, with the ability to engage effectively with a diverse range of stakeholders, including customers, team members, and management, ensuring clear, concise, and positive interactions.
- A track record of problem-solving and continuous improvement, with examples of having contributed to process enhancements, efficiency gains, or customer satisfaction improvements in previous roles.
Welcome aboard a journey where your impact resonates with every departure and arrival, making you an essential part of our collective journey.
SYD is an Equal Opportunity Employer and encourages all suitably qualified applicants to apply, including Indigenous Australians, and people from culturally diverse backgrounds. You must hold Australian working rights as this position is not supported by a visa sponsorship program.
