Customer Service Officer
Apply now Job ID: 594163
Job type: Full Time - Permanent
Location: Sydney
Categories: Customer Service & Administration

Who we are
Keolis Downer is Australia's largest private provider of multi-modal public transport. We are the largest light rail operator in Australia and one of the nation's most significant bus operators. Keolis Downer provides services to more then 210 million people each year.
Position summary
Who we are:

Keolis Downer is Australia's largest private provider of multi-modal public transport providing services to more than 250 million people each year.

As a proud RAP organisation, Keolis Downer is committed to achieving a diverse workforce and strongly encourages applications from Aboriginal and Torres Strait Islanders and people from culturally diverse backgrounds.

About the role:

Reporting to the Customer Operations Manager you will be responsible for delivering customer service in a friendly manner to ensure that customers enjoy a high level of punctuality, safety and reliability, and be responsible for upholding the company's values whilst delivering the Customer Charter (our promise to our customers). The key purpose of the role will be to assist customers on their journeys providing public information, customer assistance and superior service to our passengers, helping them to feel at ease and valued.

Role Requirements:

• Proven experience in a customer or information provision role
• Experience in handling customer matters and using initiative to effectively handle difficult and adverse situations
• Ensure lost property is reported, managed and returned to the customer as effectively and in as timely a way as possible, applying the Lost Property Procedure;
• Support community engagement events, including but not limited to school roadshows and meet the managers sessions;
• listen to the customer, empathise and provide appropriate solutions to achieve high quality customer service;
• Demonstrated experience working under limited direction applying initiative and judgement while ensuring all work practices comply with relevant legislation, regulations and standards
• Demonstrated accountability for the quality of one's own work
• Experience in negotiating and resolving conflict
• No transport industry experience is required as we are prepared to train and invest in the right candidates with the right attitude.

Other Requirements:

• Must be willing to perform shifts of up to 10 hours duration (or longer if overtime is worked) day or night, any day of the year.

Benefits:

Keolis Downer Northern Beaches is an equal opportunity employer that promotes diversity and inclusion. We are committed to equal employment opportunities and encourage all people to apply regardless of background, experience, identity, ability or thinking style. We consider applicants with criminal histories in line with position requirements, each application will be considered on its merits. We encourage candidates who require any accessibility support or any reasonable adjustments during the application process or on the job to let our recruitment team know so reasonable adjustments can be accommodated.

Please note:

This role is being sourced directly by Keolis Downer. We will not be accepting applications via recruitment agencies at this point in time.