Customer Service Officer

Location:

- Dandenong
- Employment Type:
- FP - Full-Time Permanent- Department:
- OPERATIONS CONTROL CENTRE- Closing Date:
- 08 Nov 2024***

**About Ventura**

Ventura has been moving people since 1924 and is the largest privately owned bus company in Australia. Ventura have been providing dependable, friendly and sustainable bus services for over 90 years. With over 1700 employees and over 900 buses and coaches, Ventura carries more than 30 million passengers across Melbourne each year

We are a secure and robust employer within an essential services industry and have stood the test of time. We offer a positive workplace culture that embraces diversity, inclusion, and continuous improvement.

**The Opportunity**

Based at our Dandenong Head Office, the Customer Experience Officer is the first point of contact for all customer enquiries. We value our customers and want them to have consistently positive journeys when travelling with Ventura and feel respected and supported by our Customer Experience team members.

This is not a call-centre environment Our Customer Experience Officer’s operate in a team, and work to provide excellent service standards to all enquiries and resolve all cases in a timely manner. This involves building excellent relationships internally & externally, working closely with our Operations teams and ensuring that investigations and complaints are handled diligently.

This is a Full Time Permanent position, Monday to Friday with two alternate shift times: 6am-2pm or 10am-6pm.

Duties of this position will include:

- Investigation of customer complaints including ‘Late/Early running’ and determining whether complaints are substantiated
- Liaising with Operations and other departments where required as part of the investigation process
- Assisting with lost property and coordinating the return of lost items
- Effectively handle and resolve complex enquiries
- Review of CCTV footage & use of systems such as TIMS, Smartrak & Busminder to aid in investigations

**About you**
- Superior communication skills, verbal and written delivering amazing customer experiences every time
- Customer orientated and able to build relationship with customers over the phone within set timeframes
- Organised and able to adhere to comprehensive compliance standards
- Demonstrate resilience and adaptability in all customer interactions
- Competently use technology and multitask between different systems while actively listening
- Confidently liaise with other department managers in a respectful, professional manner.
- Previous work experience in a call centre or helpdesk environment (preferred)

**What Ventura Can Offer You**
- A role that will evolve and develop with you, leading to further progression opportunities within Ventura.
- A secure and dependable environment.
- A diverse and inclusive workplace and a friendly and supportive team.
- Excellent facilities, onsite parking, social club membership and employee events.

**Our culture**

At Ventura, we want our people to love coming to work, drive innovative ideas and strive to achieve. When customers step onto our buses, they know they’re in safe hands. Behind the scenes, our head office employees are the best at what they do.

**How to Apply**

This position is only open to applicants with relevant rights to work in Australia.

At Ventura, we want our people to love coming to work, drive innovative ideas and strive to achieve. When customers step onto our buses, they know they’re in safe hands. Behind the scenes, our head office employees are the best at what they do.