NSW Customer Experience Representative - Hybrid

Work options: Hybrid

At CDC NSW, we recognise that flexibility supports both performance and wellbeing. The Customer Experience team operates in a collaborative and fast-paced environment, working closely with depots, operational teams, and stakeholders to deliver consistent and high-quality customer outcomes.

This role offers the opportunity for hybrid work arrangements, with flexibility to work from home where operationally appropriate and agreed with your manager. While flexibility is supported, it is balanced with the needs of the team and the business, ensuring strong communication, collaboration, and customer responsiveness are maintained at all times.

You will be part of a highly connected team, where knowledge sharing, support, and accountability are key to achieving our customer experience KPIs and contractual obligations. We value individuals who can work autonomously while also contributing positively to team dynamics, fostering a culture aligned with CDC NSW’s values of collaboration, integrity, and continuous improvement.

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.

The NSW Customer Experience team at CDC are the best of the best when dealing with customer related feedback and complaints ensuring all cases are resolved to the satisfaction of passengers, road users and residents. Join our team and redefine service excellence, one email, one call at a time.

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

• Accurately log and categorise all customer emails, compliments, and complaints in the system to facilitate relevant department actions
• 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.

If this comes across as a career defining opportunity for you, then don’t waste time – apply now.

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.

We are an equal opportunity employer and encourage candidates from all backgrounds to apply.