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Customer Service Liaison

2 months ago

East Perth, Western Australia Public Transport Authority Full time
{"title": "Agent Liaison Officer", "description": "About the Role

We are seeking a highly motivated and customer-focused individual to join our team as an Agent Liaison Officer.

As a key member of our Reservations team, you will be responsible for providing exceptional customer service to our ticketing agents, developing and maintaining positive relationships with these businesses and their teams.

You will also be responsible for delivering training face-to-face and remotely, monitoring agent performance, conducting quality assurance checks of bookings, identifying and resolving issues, providing feedback and coaching to agents.

The successful applicant will also develop comprehensive product and systems knowledge, ensuring they are well-equipped to provide expert advice and support to our agents.

This role involves regular travel to our agents in metropolitan and regional locations, providing an opportunity to work with diverse stakeholders and build strong relationships.

As a senior member of our team, you will also provide guidance, training, and support to your colleagues, ensuring the efficiency and effectiveness of our Contact Centre.

This role includes handling reservations, ticketing, and customer service for both Ticketing Agents and customers, as well as verifying concession entitlements, reconciling bookings and payments, and managing cash and secure documents according to audit standards.

Additionally, you will address complaints and act as Duty Manager in the absence of the Assistant Team Leader and Team Leader to maintain high customer service standards.

About You

To excel in this role, you should possess:

  • Proven experience delivering frontline customer-focused information services and handling administrative procedures, including records management and finance.
  • Strong interpersonal and communication skills (written and verbal), with the ability to engage positively with diverse stakeholders and present information through various mediums.
  • Demonstrated ability to work independently and in a team, with strong time management, task prioritisation, and problem-solving skills, including cash handling and numerical accuracy.
  • Proficient in using Microsoft Office, data entry applications, and possessing good keyboard skills.
About Us

The Public Transport Authority is committed to providing safe, customer-focused, integrated, and efficient transport services that align with our core values of safety, respect, recognition, integrity, and sustainability.

We are a fast-growing economy, and our public transport system is recognised as one of the best in Australia and one of the most efficient, clean, and safe networks globally.

We are dedicated to delivering on our vision and purpose while upholding our values every step of the way.

What We Offer

We offer a range of benefits and opportunities for growth and development, including:

  • Opportunities to grow through personal development and career pathways.
  • Health and Wellbeing programs including access to a free 24/7 onsite Gym.
  • Subsidised Corporate Apparel and Spectacles.
  • Supportive Team Environment.
  • Opportunity to join our Social Club offering savings and benefits all year round.

This is a full-time, permanent position available for an immediate start. The recruitment process will operate as a pool, where suitable applicants will be placed for 12 months from which permanent or fixed-term appointments with the possibility of further extension(s) and/or permanency will be made.

Recruitment will be conducted through an Assessment Centre, with the first sessions planned for October 2024.

All applicants must be willing to travel to Western Australian regional locations, including overnight and extended stays, and must have the ability to work weekends and public holidays as required.

The Public Transport Authority is an equal opportunity employer and encourages people with disability, Aboriginal and Torres Strait Islander people and persons from culturally diverse backgrounds to apply.

Please refer to the attached Job Description Form (JDF) for full details about the position, including any specific requirements relevant to appointment.

Please contact Julie McChesney, Reservation Services Coordinator on for specific information about the role.

For more information about the Public Transport Authority, please visit

"}