Customer Experience Officer

20 hours ago

Melbourne, Australia SkyBus Full time

**About Us**:
SkyBus is the iconic airport transfer service helping people connect with Melbourne Airport, Avalon Airport and Hobart Airport. Having operated for over 45 years, SkyBus prides itself on delivering a world-class service that is fast, frequent and affordable. That’s why more and more people continue to choose SkyBus every day with consistently high customer satisfaction ratings.

**The Opportunity**:
As a Customer Experience Officer, you will be part of a passionate and enthusiastic team dedicated to providing an excellent experience to SkyBus customers and our other stakeholders. In this role you will be responsible for supporting customers with travel information, managing customer enquiries and feedback, and supporting the operations team with the effective communication of disruptions to SkyBus services. Based at our operations centre near Melbourne Airport, you will be part of a fun and motivated team supporting the success of an iconic service reporting in to the Customer Experience Manager.

**Your Responsibilities**:

- Engage people and build relationships with customers and other internal and external stakeholders with excellent interpersonal, verbal and written skills
- Manage customer feedback and queries according to established policies, procedures, work instructions and guidelines, in a professional, accurate and timely manner
- Exercise judgement and the ability to escalate significant customer complaints in order to address feedback appropriately
- Support excellent customer experience by supporting the publication of live service updates via SkyBus website and social media channels
- Drive best practice and continuous improvement to customer service delivery and support corporate change initiatives
- Work collaboratively with other departments to meet team objectives and support and participate in team activities
- Support best practice in team reporting in order to drive continuous improvement to team performance

**Your Qualifications and Experience**
- Alignment with our values of Passion, Integrity, Respect, Authenticity, and Humility.
- The passion/ enthusiasm for supporting an iconic brand
- Well-developed communication skills to interact with people from diverse social and cultural backgrounds.
- The ability to remain calm and respond appropriately, demonstrating good judgment while working in high-pressure environments.
- Conflict resolution skills and the ability to de-escalate situations.
- The ability to think on your feet and problem-solve on the spot.
- Strong computer literacy skills, including MS Office (Word, Excel, and PowerPoint) and other internal systems.

**The Benefits**:

- Employment with Australasia's leading mass transit bus operator, with a focus on a positive culture and company values.
- Competitive compensation plus shift allowances.
- Comprehensive on-the-job training.
- Comprehensive Employee Assistance Program including wellbeing, financial, and nutritional coaching, counseling, and legal advice.

**How to Apply**:
SkyBus is an Equal Opportunity Employer that reflects the community we serve. We welcome all qualified applicants, including those who identify with different sexualities, genders, and cultures, as well as Aboriginal and Torres Strait Islander Peoples.

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