Customer Experience Specialist

Kinetic Group; City of Melbourne; Hybrid; AUD 35,000 - 48,000; Part time

Benefits offered by this job

Employee Assistance Program

Job summary

Kinetic is Australia's leading mass transit operator, delivering reliable bus services across Melbourne. We are seeking a Customer Experience Specialist to join our Melbourne team, supporting SkyBus and Kinetic operations.

You will handle inquiries by phone, email and digital channels, resolve issues with empathy, and contribute to ongoing enhancements in the customer experience. Working Holiday Visa considered for eligible applicants.

Qualifications

• Experience in customer service or contact centre environments.
• Excellent verbal and written communication skills.
• Ability to stay composed under pressure and handle diverse enquiries.

Responsibilities

• Be first point of contact for customer enquiries via phone, email, and digital channels.
• Handle inbound/outbound interactions with confidence and professionalism.
• Resolve complaints with empathy and ownership, guiding customers to solutions.
• Collaborate with operations and depot teams to improve customer outcomes.
• Identify trends and suggest improvements to the customer experience.

Skills

Customer service

Communication

Problem solving

Empathy

Multitasking

Job description

Kinetic is Australia and New Zealand’s largest and most diverse bus operator, moving more than 100 million passengers per year across some of the most recognisable names in bus transport. We deliver these services through our team of over 7300 people and fleet of over 4900 buses.

As a business who genuinely cares about our customers, our people, and our environment, we are industry leaders in delivering zero-emission technology, investing in our communities, training and developing our people, and providing an inclusive workplace which reflects the communities we serve.

Customer Experience Specialist – Melbourne (Collins Street) - Working Holiday Visa considered

Permanent Part-time - 3 Days Per Week (20hrs /wk) - 6month fixed term contract

Are you someone who genuinely enjoys helping people and thrives in a fast-paced environment?

We’re looking for a Customer Experience Specialist to join our Melbourne team, working across both SkyBus and Kinetic — two well-known and trusted transport brands.

In this role, you’ll be the voice of our business, supporting customers, resolving enquiries, and turning challenges into positive experiences. If you’re confident on the phone, naturally empathetic, and enjoy problem-solving, this could be the perfect fit.

What You’ll Be Doing

• Be the first point of contact for customer enquiries across phone, email, and digital channels
• Handle a mix of inbound and outbound interactions with confidence and professionalism
• Resolve complaints with empathy, ownership, and a solutions-focused mindset
• Work closely with operations and depot teams to get the best outcomes for customers
• Spot trends and contribute ideas to improve the overall customer experience

What We’re Looking For

• A friendly, confident communicator who enjoys speaking with customers
• Someone who stays calm under pressure and handles challenging conversations well
• Strong attention to detail and ability to juggle competing priorities
• A proactive team player who takes ownership and gets things done
• Previous customer service or contact centre experience (highly regarded)

The Details

• Location: Collins Street, Melbourne
• 6 month fixed term contract
• Roster: Wednesday - Friday
• Shifts: 8:00–4:00, 9:00–5:00, 10:00–6:00
• Work across both SkyBus and Kinetic operations

The benefits of working with us:

• We are Australasia's leading mass transit bus operator and are rapidly growing.
• We have a diverse, inclusive, and supportive work environment that enables you to succeed.
• We care for our people and provide an Employee Assistance Program which includes wellbeing support, financial and nutritional coaching, counselling, and legal advice.

Kineticis proud to be an Equal Opportunity Employer and our people represent the community which we service. We invite all suitably qualified persons of all sexualities, genders and cultures, including Aboriginal and Torres Strait Islander Peoples, to apply.