Transit Customer Experience Specialist

Kelsian Group; Canterbury-Bankstown; On-site; AUD 60,000 - 75,000; Full time

Job summary

Transit Systems NSW is seeking a Customer Experience Officer in Bankstown to manage enquiries, feedback and complaints across multiple channels. You will investigate issues, provide accurate information and resolve matters within required timeframes, collaborating with Customer Experience, Communications and Operations teams.

The role supports the transport network across Sydney, requiring a customer-focused, proactive approach and flexibility to work across locations as needed.

Qualifications

• Transport industry experience preferred, especially bus operations.
• Case management using Salesforce or similar systems.
• Experience handling feedback, complaints and service-related issues.
• Strong verbal and written communication with internal stakeholders.
• Calm, empathetic and solutions-focused under pressure.

Responsibilities

• Respond to customer enquiries via phone, email and other channels.
• Investigate and resolve customer issues with Operations teams.
• Record interactions and outcomes in Salesforce and internal systems.
• Follow up cases to ensure timely progression and closure.
• Identify recurring concerns and escalate trends to leadership.
• Support communications about service changes and disruptions.
• Collaborate with stakeholders to improve customer outcomes.

Skills

Customer service

Salesforce

Case management

Communication

Investigation

Problem solving

Organisational skills

Driving licence

Tools

Salesforce

Job description

Transit Systems NSW is seeking a Customer Experience Officer in Bankstown to manage enquiries, feedback and complaints across multiple channels. You will investigate issues, provide accurate information and resolve matters within required timeframes, collaborating with Customer Experience, Communications and Operations teams.

The role supports the transport network across Sydney, requiring a customer-focused, proactive approach and flexibility to work across locations as needed.