Lime is looking for a Part Time Customer Service Officer to join our Sydney Operations team.
In this role, you'll be responsible for delivering an exceptional customer experience for Lime riders, community members, and city stakeholders. You'll ensure every interaction is handled with empathy, professionalism, and a solutions-focused approach, while helping identify trends and opportunities to continuously improve our customer experience.
What You'll Do
- Manage customer service tickets daily, ensuring riders, community members, and stakeholders receive a positive and consistent experience.
- Respond to customer enquiries across multiple channels, providing clear, timely, and empathetic support.
- Manage escalated customer calls, emails, and cases, including enquiries from community stakeholders and local government representatives.
- Champion customer experience by identifying recurring issues and escalating insights to relevant internal teams.
- Analyse qualitative and quantitative customer data to identify trends, pain points, and opportunities to improve the end-user experience.
- Work closely with Customer Service and Local Operations teams to ensure customer outcomes align with operational KPIs.
- Support continuous improvement initiatives through quality assurance activities, including calibrations, audits, and feedback.
- Assist in developing and maintaining customer experience documentation, including customer guidelines, workflows, and training materials to support service consistency and regulatory compliance.
- Represent Lime professionally in all customer, community, and stakeholder interactions.
About You
You'll be someone who enjoys helping people and thrives in a fast-paced, customer-focused environment.
You'll also have:
- A genuine passion for delivering outstanding customer service.
- Excellent written and verbal communication skills.
- The ability to manage a variety of customer interactions with empathy, professionalism, and sound judgement.
- Experience using customer service platforms, CRM systems, ticketing software, or workflow management tools (highly regarded).
- Strong organisational skills with the ability to prioritise competing tasks.
- Confidence working both independently and as part of a collaborative team.
- Experience with process automation, SQL, or data analysis is advantageous but not essential.
- Experience working in diverse or multicultural environments and bilingual language skills are highly regarded.
What We Offer
- A supportive and collaborative team environment.
- Opportunities to contribute to improving sustainable transport across Sydney.
- Ongoing learning and development opportunities.
- The chance to make a real impact on the customer experience for one of the world's leading shared mobility providers.
Salary
This role is covered by the Clerks – Private Sector Award 2020 (MA000002) at Year 2, Level 1.
The hourly rate ranges from $35.15 to $63.27, depending on the day and time worked, with applicable penalty rates for evenings, weekends, and public holidays. Most shifts will be at the $35.15 rate.
Pay: $35.15 – $63.27 per hour
Work Location: In person
