Passenger Experience & Reservations Specialist

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

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