As a customer service representative, you may work in a team to manage a call queue, email inbox, or service desk. You’ll enjoy talking to people and helping them find solutions. You’re a clear and confident communicator, and know how to show empathy if someone is stressed or upset.

Customer service representatives interact with customers to give information or advice, handle requests, or process orders. The type of customer service you provide depends on the rail organisation you work for. You may help passengers in person at a station, or work in a call centre that answers questions about a product or service. You may be required to use computers and other tools to record information, resolve customer queries, or direct customers to appropriate departments. You must enjoy helping people because you will usually be a customer’s first point of contact with your organisation. You’ll need to be patient, flexible, and have a positive attitude.

If you work in a call centre, you’ll answer incoming calls and online enquiries. You may have certain performance targets to achieve. Call centres are often fast-paced roles where you’re challenged to provide high-quality service. Other roles could include talking to customers in person at rail facilities or along the rail network. You may work at a customer service desk, support passengers using rail services, or patrol train and tram routes. At times you’ll be tested with rapidly evolving situations, such as service disruptions or cancellations. You’ll need to keep calm and act with empathy to resolve customer concerns.

You usually don’t need formal qualifications to work in customer service. However, a Certificate in Customer Service, Business or Retail can help you develop useful skills for the role. Customer service managers may require more advanced qualifications. This could include a Certificate IV in Customer Engagement, Certificate IV in Leadership and Management, or Diploma of Leadership and Management. Our industry values diverse personal and work experience. Many employers can provide you with opportunities to gain new qualifications and industry experience to help you succeed.