Complaints Handling Officer at Busways Group Pty Ltd (Full Time)Administration
This opportunity would best suit an individual with a background in customer service, more specifically with experience in managing customer relationships, handling complaints and conducting investigations. Your support to the team will be imperative, along with your genuine desire to problem solve and find solutions.
This position is primarily focused on customer complaints investigation and response. This involves using computer systems to research events and write reports. Responding to customers by phone and email is also a significant part of the job.
Complaints handling is a unique part of customer service that requires a resilient, upbeat person who is able to handle the challenging cases alongside the good ones. Our team is friendly and supportive – working together to achieve positive customer outcomes.
We require an individual that will effectively contribute a positive and open minded approach to their work and who is willing to work as a team player to meet day-to-day tasks while striving to improve customer relations in a big picture way.
The responsibilities associated with this position could include but is not limited to:
The daily electronic management of Busways Infoline (our customer feedback and complaints handling platform) by ensuring feedback is handled in a professional and timely manner in accordance with Busways policies, procedures and contractual requirements.
Logging all feedback in the database system, along with completing all necessary reports as required
Investigating complaints via Busways' internal systems and liaising with the a diverse group of people (customers, depot staff, TfNSW etc) to ensure a resolution is achieved
Responding to customer complaints via email and phone
Liaising with schools and depot staff and using map and calculator tools to quote and book in charters
Assisting the team in updating information on digital platforms (Busways in-house programs, and external website if necessary)
Participating in team meetings with an ability to think outside the box in order to propel the team forwards with setting and improving customer services goals
Good computer skills – Microsoft Word & Excel at an intermediate level
Mature, professional and reliable individual with a proactive approach to work
Excellent written communication skills, capable of composing correspondence and detailed reports
Confident phone manner, capable of managing a variety of customer interactions, more specifically, interactions with customers who are emotional and negative in nature
Organised with a strong ability to prioritise their workload on a daily basis
A quick learner, who is willing to learn from their mistakes and use experiences to improve the way things are done
NSW Drivers licence
Permanent Residency or Australian Citizenship
At least two years' experience in a phone-based customer feedback environment
Busways Office Life
Generally we are very flexible to people's needs around their role and working hours. However there will be times, such as during a service implementation, where long hours will be required. We are looking for someone who is flexible and adaptable in their approach and that is committed to 'going the extra mile' when required.
Please contact us on:
Phone: 4721 9900
or email us : firstname.lastname@example.org