Customer Service Attendant (Seasonal Casuals Multiple Roles)

About the role

The Customer Service Attendant (CSA) is part of the frontline team ensuring passengers, terminal visitors and other stakeholders experience smooth, safe, and secure terminal operations every day.

As the face and voice of operations, the customer service team are vital in delivering a welcoming, efficient, and professional experience. This role involves a diverse range of responsibilities, with a primary focus on ticketing ferry customers, monitoring incoming calls and emails, sales and service, maintaining security of restricted terminal areas, monitoring parking, assisting customers and ensuring smooth vehicle flow.

The CSA is an essential link between shoreside and on-board operations liaising closely with vessel crew to ensure vehicle space is maximised on board, and on-time departures of all services.

Key responsibilities

• Provide customer service to passengers, retail customers, general public, visitors and other stakeholders

• Process vehicle and foot passenger ticket sales — face-to-face, online and over the phone

• Handle incoming calls – responding to enquiries, making bookings, forwarding calls to appropriate staff

• Monitor general enquiries email – responding to enquiries, making bookings, forwarding emails to appropriate staff

• Process cash handling, EFTPOS reconciliation, and safe cash management during opening and closing procedures

• Perform traffic control within the terminal grounds, boarding lanes and vehicle entry lanes

• Check in ferry passengers and assist with boarding process

• Maintain retail merchandise displays, provide customer assistance, and process retail transactions

• Maintain cleanliness and tidiness of reception areas, customer service counter areas, passenger lounges and retail spaces

• Monitor and report security and operational issues

About you

• Current National Police Check (if 18 or over) (or willingness to obtain and provide within 21 days of commencing employment)

• Prior experience in a customer service role

• Proficiency in handling cash and using EFTPOS

• Knowledge of the local area and other nearby tourism locations

• Basic knowledge of Microsoft suite products (e.g. Office, Teams, Excel, Word)

• Ability to foster positive relationships across all levels of the organisation and with customers

• Confidence and professionalism when engaging with members of the public

• Proven ability to work collaboratively

• Punctual, reliable, and adaptable to changing circumstances

• Willingness and commitment to work rotating shifts, including weekends and public holidays

About us

The Searoad Ferries Group of Companies employs over 250 dedicated staff and proudly serves approximately one million customers each year. Since 1987, we have successfully operated the iconic Queenscliff-Sorrento car and passenger ferry service, becoming a vital link between the Bellarine Peninsula and the Mornington Peninsula. In addition to core ferry operations, the Explore Australia / Naturaliste Tours division offers memorable tourism and wildlife experiences across Victoria, showcasing the region's most spectacular natural attractions. The network also includes the Western Port Ferry service, connecting Crib Point to French Island and Phillip Island in Western Port Bay, as well as Wanderer Adventures—Wilson's Promontory Cruises—based in the stunning Wilsons Promontory National Park.

The Searoad Ferries Customer Service Team plays a crucial front-line role, dedicated to delivering outstanding customer experiences. Operating 365 days a year from the beautiful coastal locations of Queenscliff and Sorrento, team members are committed to ensuring every customer's journey is safe, enjoyable, and memorable.