Nsw Customer Experience Representative

6 days ago

Seven Hills, Australia CDC NSW Full time

ComfortDelGro (**CDC**) is one of the largest private bus operators in New South Wales and nationally. In New South Wales, you may know CDC NSW by our operating brands; Forest Coach Lines, Hunter Valley Buses, and Blue Mountains Transit. Employing around 2000 employees and operating from 15 sites across Sydney, the Hunter Valley and the Blue Mountains, CDC NSW is part of ComfortDelGro’s fast growing global network of more than 40,000 vehicles operating in seven countries.

**About the Role**:
This is an ongoing full-time opportunity reporting to the NSW Customer Experience Manager to provide support across all regions.

1. **Key Performance Responsibilities**:
**Customer Communication
- Provide accurate and timely information about CDC ‘s bus network services
- Take ownership of customer inquiries and complaints, ensuring response KPI is achieved

Complaint Handling
- Address complaints promptly, escalating issues to appropriate depots or departments as required
- Ensure timely follow-up and communication with customers regarding the progress and resolution of complaints

Data Management
- Maintain and update the database as well as closing the cases

**About You**:

- A positive and motivated team player with exceptional internal and external stakeholder management skills.
- Excellent written, verbal communication, interpersonal and negotiating skills
- Detail oriented with attention to accuracy
- Well organised, able to prioritise effectively and manage projects to agreed timelines despite conflicting priorities

**Knowledge Specifications**:

- Advance level Microsoft Office skills
- Proficiency with Salesforce. D365 and PTIPs is advantageous
- Public Transport or Transport Industry

**Experience Specifications**:

- Ability to work independently
- Experience in fast paced environments and comfortable with change
- Customer service experience is highly regarded
- Knowledge of Sydney’s public transport network and geography
- Flexibility to work on a rotating roster between 7:30AM-5:00PM, Monday to Friday

**What we offer**:

- Stable and supportive work environment
- Opportunities for professional growth
- Collaborative and inclusive culture
- Employee Benefits
- Onsite Parking
- Salary: $60,000 - $65,000 per year, depending on experience.

**Join us**:
Become part of a company that values innovation, teamwork and excellence. Together, let’s drive success and make a difference in the transport industry.

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