Customer Experience Officer

at  Kelsian Group

ABOUT US

In 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 website.

HIGHLY DESIRABLE SKILLS

• Ability to work with minimal supervision.
• Ability to negotiate and resolve conflict in a professional manner and with empathy.
• Willingness to be flexible and strive for the success of the business.

DESIRABLE SKILLS

• Understanding of the broader public transport network and operations.

ABOUT THE ROLE

As a vital member of the team, you’ll play a pivotal role in ensuring the satisfaction of our valued customers. Reporting to the Customer Experience Officer Team Leader and Operations Managers, you’ll be responsible for the effective operation of a designated area of customer service requirements. Working closely with our Customer Experience and Communications Manager, you’ll have the chance to make a significant impact on our organisation.

PRINCIPAL RESPONSIBILITIES AND AUTHORITIES

• Champion customer satisfaction by addressing complaints, compliments, feedback and enquiries promptly and professionally.
• Investigate customer feedback and identify areas for improvement.
• Deliver exceptional professional service to customers by email and telephone communication channels.
• Maintain and update our Customer Feedback Management System (Salesforce) and other databases to ensure accurate records.
• Provide guidance to depot management and administration on resolving feedback issues.
• Work closely with depot management to identify trends in customer feedback to ensure continuous improvement.
• Generate comprehensive reports and provide valuable insights to management as required.
• Assist other depots with customer feedback management.