Customer Information Officer

Transport for NSW; Sydney; On-site; AUD 60,000 - 85,000; Full time

Job summary

Transport for NSW is seeking a customer-focused supporter to manage passenger journeys via the reservation system, communicating in real time and assisting passengers with travel needs. This role emphasizes accuracy, empathy and proactive updates for diverse stakeholders.

Based on-site at the Rail Operations Centre in Alexandria, the position operates on a 24/7 rotating roster across day, night and weekend shifts, providing timely information and resolving issues to keep passengers connected

Qualifications

• Experience in customer service, communication, critical thinking and problem solving in call centres or transport settings.
• Knowledge of ticketing or reservation systems is preferred.
• Experience with real-time service communications is advantageous.
• Able to handle complex enquiries and manage competing priorities.

Responsibilities

• Provide live management of the reservation system and real-time passenger communications.
• Resolve ticketing issues and inform passengers of service changes.
• Escalate passenger bookings and assist with refunds and booking changes.
• Support passengers during disruptions with timely service information.
• Work across operations to deliver timely solutions.

Skills

Customer service

Communication

Critical thinking

Problem solving

Call centre experience

Ticketing systems

Operational communications

Real-time service support

Job description

You enjoy helping and interacting with all kinds of people.

Here's your chance to design and deliver efficient, customer-focused services that also enhance accessibility, sustainability and overall quality of living for more people than you've imagined.

In this role, you'll:

Provide crucial support to passenger journeys through live management of the reservation system, and the creation and dissemination of real-time passenger communications. You'll play an important role in delivering a seamless travel experience through the resolution of ticketing issues and keeping passengers informed of service changes and updates.

This role will see you as the escalation point for passenger bookings with specialised ticketing and reservation systems, assisting passengers, booking agents, station staff and train crew with travel enquiries, refunds and booking changes, and provide advice on travel requirements such as oversized luggage, accessibility needs, fare rules and service options. You'll also investigate and resolve ticketing and systems issues escalated by station staff, train crew and the contact centre, work closely with operational teams to deliver timely solutions and support passengers during service disruptions or unexpected travel challenges through the timely provision of real-time service information and management of passenger journeys through the reservation system.

You will deliver exceptional service to passengers and a diverse range of internal and external stakeholders, log and resolve complex enquiries and contribute towards positive passenger experiences in a fast-paced environment where no two days are the same. Your ability to balance passenger needs and operational requirements will help keep passengers informed, supported and connected throughout their journey.

For more information on this position and business unit, view the role description and information pack.

About you

Your customer service, communication, critical thinking and problem-solving skills, developed in contact or call centres, transport, travel, reservations or operational environments, will see you excel in a fast-paced environment.

You're recognised as a resilient and passenger-focused professional, skilled at navigating complex enquiries, managing competing priorities and providing accurate information with confidence. Experience using ticketing or reservation systems, along with exposure to operational communications or real-time service environments, will be highly regarded.

This role is based on-site at the Rail Operations Centre in Alexandria, working on a 24/7 rotating roster position which will see you working across, day, night and weekend shifts.

Who we are

Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day.

At NSW TrainLink, we help connect passengers all over NSW and beyond. Our regional network of trains and coaches provide valuable links between regional and metropolitan centres across NSW and between neighbouring states and territories.

Our services support thriving regional communities and economies by helping people access the things that are important to them, and by bringing visitors to our stunning regions.

Our workforce is as diverse as the community we serve. If you'd like further information on our inclusion and diversity initiatives, visit Transport careers.

This is an in-person, on-site role.

Aboriginal people and people living with disability are supported throughout the recruitment process and at work, and we encourage you to apply. Visit Supporting Aboriginal People or Supporting People with Disability for more information or speak to your talent team member to arrange any adjustments to how you interact with us.

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