Advisor (Customer Engagement)

2 weeks ago

Brisbane, Australia Transport and Main Roads Full time

About usThe Customer Solutions Unit of Translink designs, delivers, supports and promotes great passenger transport customer experiences. The Customer Engagement teams contribute to this purpose by directly engaging with Translink customers to facilitate efficient, effective customer service for the Taxi Subsidy Scheme and in managing customer feedback, complaints, fare adjustments and refunds for the Translink network across Queensland.
**Some of your responsibilities will include**: - Conduct timely and high-quality investigations, utilising multiple channels, systems and stakeholders, to collect relevant information to inform and make accurate and ethical decisions regarding ticketing refund requests, correspondence and complaints. Provide advice and customer focused solutions through maintaining current and emerging knowledge of business activities, projects and pressure points, including a comprehensive and up-to-date knowledge of Translink ticketing products, payment methods, relevant legislation and policies. Establish and maintain business relationships to engage in effective collaborations between Customer Engagement, Ticketing Policy team, Translink's Ticketing Service Provider, Corporate Finance and other business partners and Government stakeholders. Support the Senior Advisor (Customer Engagement), in supporting users of Translink's Customer Relationship Management systems, Customerlink, and resolve non-system related issues through user training, in person and remote support and guidance. Other accountabilities and tasks as reasonably directed.
About youWe recognise and celebrate that everyone is unique and seek the applicant best suited to the role. We will assess your experience, knowledge and acquired skills, as well as your potential for development and your personal qualities. To thrive in this role, you will need to demonstrate the following:
**Mandatory qualifications and conditions**: - Due to this role having access to sensitive data, a criminal history check will be undertaken prior to appointment to the role.Requirements of the role
- Effective communication skills, demonstrating empathy to financial implications, active listening, influencing engagement, conflict resolution and negotiation skills to support positive customer outcomes. Strong analytical skills and the ability to professionally communicate investigation outcomes through articulate and concise written correspondence and phoneconversations. Ability and initiative to identify and address process improvement opportunities and risks through the evaluation and implementation of continuous improvement and change management. Ability to prioritise and balance workloads and competing demands to ensure deadlines are met in accordance with current standards and policies. Current or emerging leadership qualities to support the Senior Advisor and the Customer Engagement Team as required to achieve customer focused results.
Applications to remain current for 12 months.This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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