Customer Experience Officer - Full-Time
Core
Support customers across transport operations by managing enquiries, feedback, complaints, and service-related issues via multiple channels.
Role type
Customer Experience Officer
Builds
Positive customer service outcomes and resolved operational issues
Domain
Public transport operations
Deliverable
client delivery
Required skills
Case management, complaint handling, operational investigation, Salesforce proficiency, communication, problem-solving, trend identification
Preferred skills
Transport industry experience, knowledge of public transport networks, driver's licence, vehicle access
Technologies
Salesforce, Customer Feedback Management System
Responsibilities
Respond to customer enquiries via telephone and email; investigate and resolve customer complaints and feedback; provide accurate information on services and disruptions; liaise with operations teams to resolve issues; record interactions in Salesforce; identify recurring concerns and escalate trends; assist with customer communications about service changes.
Seniority
Individual Contributor