Customer Experience Specialist - Transport Operations

Transit Systems Nsw

Sydney

On-site

AUD 65,000 - 95,000

Full time

7 days ago

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Job summary

Transit Systems NSW is seeking a Customer Experience Officer to join our team in Bankstown. The role focuses on delivering proactive customer support across our Sydney operations, handling enquiries, feedback and service-related issues through multiple channels.

You will collaborate with Operations and Communications teams to investigate concerns and ensure timely resolution. Ideal candidates will have transport industry exposure, strong customer service skills and experience with Salesforce

Qualifications

Experience in transport industry and bus operations preferred.
Familiar with recording and following up customer cases in Salesforce.
Experience handling customer feedback, complaints, enquiries and service-related issues.
Excellent verbal and written communication skills.
Calm, solution-focused approach to difficult situations.
Strong organisational skills and attention to detail.

Responsibilities

Respond to customer enquiries via telephone, email and other channels.
Manage and investigate customer feedback, including complaints and compliments.
Provide accurate information about services, routes, disruptions and operations.
Liaise with Depot and Operations teams to resolve issues.
Record interactions and outcomes in Salesforce and other systems.
Follow up cases to ensure timely closure and identify trends.