Customer Experience Specialist

Kinetic; Gold Coast City; On-site; AUD 39,000 - 52,000; Part time

Job summary

Kinetic is seeking a Customer Experience Specialist in Molendinar for a part-time role. You will handle inbound and outbound calls, resolve issues, and ensure high customer satisfaction while upholding privacy and compliance requirements.

Key responsibilities include analyzing feedback, collaborating with internal teams to improve the customer journey, and maintaining core systems such as TIMS to meet KPIs and contractual obligations.

Qualifications

• Excellent communication and empathy in customer interactions.
• Ability to build and maintain strong customer relationships.
• Strong problem-solving and analytical skills to resolve issues.

Responsibilities

• Provide professional and empathetic customer service through inbound and outbound calls.
• Respond to stakeholder requests, disseminate information, and resolve issues or escalate as needed.
• Conduct assessments and investigations into customer complaints, adhering to contractual obligations.
• Identify trends in customer feedback and collaborate with internal teams to implement solutions.
• Manage and maintain core systems, including TIMS, and analyse data from ticketing systems.

Skills

Exceptional communication

Empathy

Relationship building

Detail-oriented

Problem solving

Analytical thinking

Proactive mindset

Tools

Salesforce

Resolve

TIMS

Job description

As a Customer Experience Specialist, you will be at the forefront of delivering exceptional service to our clients and stakeholders. Your role will involve managing inbound and outbound communications, resolving customer issues, and ensuring high levels of satisfaction through efficient and empathetic interactions. You will also play a key role in identifying opportunities for improvement and supporting continuous enhancement of the customer journey.

Location: Molendinar

The Opportunity

Part time role working 10am - 5pm.

As a Customer Experience Specialist, you will be at the forefront of delivering exceptional service to our clients and stakeholders. Your role will involve managing inbound and outbound communications, resolving customer issues, and ensuring high levels of satisfaction through efficient and empathetic interactions. You will also play a key role in identifying opportunities for improvement and supporting continuous enhancement of the customer journey.

Location: Molendinar

About the role

• Provide professional and empathetic customer service through inbound and outbound calls, ensuring customer satisfaction is at the core of every interaction.
• Respond to stakeholder requests, collate and disseminate relevant information, and resolve issues or elevate as required.
• Conduct assessments and investigations into customer complaints, adhering to contractual obligations.
• Identify trends in customer feedback and collaborate with internal teams to implement solutions and initiatives.
• Manage and maintain core systems, including TIMS, and analyse data from ticketing and tracking systems.
• Handle customer information with accuracy and confidentiality in line with privacy legislation and organisational policies.
• Contribute to organisational safety and wellbeing by adhering to Kinetic’s Child Safety National Principles and other compliance requirements.
• Ensure timely delivery of tasks to meet KPIs and contractual obligations.

About You

To thrive in this role, you’ll have:

• Exceptional communication skills and a friendly, approachable demeanour.
• Demonstrated experience in building customer relationships and resolving issues with empathy and professionalism.
• A detail-oriented approach with strong problem-solving and analytical skills.
• Proficiency in customer management systems such as Salesforce, Resolve, and TIMS.
• A proactive mindset, with a positive attitude towards continuous improvement in a dynamic work environment.
• High ethical standards and the ability to handle sensitive information responsibly.

About us

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.

Kineticis proud to be anEqual Opportunity Employerand reflect the community we serve. We invite all suitably qualified persons of all sexualities, genders and cultures, including Aboriginal and Torres Strait Islander Peoples, to apply.