Cx Advocate: Shape Product & User Impact

Aphex; Melbourne; Hybrid; AUD 50,000 - 65,000; Part time

Benefits offered by this job

Hybrid/Flexible Working Arrangements

Tuition Reimbursement

Employee Assistance Program

Global Rewards Program

Job summary

Percepta Melbourne (Collins Street) seeks a Customer Experience Specialist to support SkyBus and Kinetic brands. You will handle customer enquiries across phone, email, and digital channels, resolve issues, and deliver a seamless experience.

This part-time, 6-month contract offers hybrid working arrangements, tuition reimbursement, and an Employee Assistance Program, with opportunities for growth in a global customer experience team.

Qualifications

• High school certificate required with 2+ years in customer relations.
• Strong verbal and written communication abilities.
• Comfortable using MS Office; experience with SAP or Salesforce is a plus.
• Ability to work in a hybrid environment and meet deadlines.

Responsibilities

• Be the first point of contact for customer enquiries via phone, email and digital channels.
• Handle inbound/outbound interactions with professionalism and empathy.
• Resolve complaints with ownership and a solutions-focused mindset.
• Collaborate with operations to achieve best customer outcomes.
• Identify trends and contribute ideas to improve the overall experience.

Skills

Communication skills

Phone etiquette

Problem solving

Proactive team player

Education

High school certificate

Tools

MS Office

SAP

Salesforce

Job description

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As a Customer Experience Specialist within our Customer Success Centre, you’ll help deliver a seamless experience for customers across our portfolio. Managing enquiries and orders across phone and email channels, you’ll take ownership of customer needs from start to finish, working closely with internal teams to resolve issues accurately and efficiently.

Key Accountabilities

• Manage customer enquiries across phone, email and other service channels
• Accurately process customer orders and manage customer cases from end to end
• Resolve account, delivery, pricing, logistics and general service enquiries
• Understand customer needs and provide tailored solutions, aiming for first-contact resolution
• Partner with Sales, Logistics, Supply and Credit teams to deliver a connected customer experience
• Contribute to individual and team service targets while supporting continuous improvement

About You

• Previous customer service, contact centre, order processing or customer operations experience
• Strong attention to detail and accuracy when processing orders and information
• Confident communication skills with professional phone and email etiquette
• Excellent organisational and time-management skills, with the ability to meet deadlines
• A proactive, positive approach to troubleshooting and taking ownership of customer issues
• Comfortable using multiple systems, ideally including Microsoft applications, SAP or Salesforce
• Able to support the team across our peak trading period, with flexibility to work through November, December and January, including the Christmas and New Year period as required.

Join our team as a Customer Experience Specialist (CXS) and immerse yourself in a role where every interaction is an opportunity to exceed expectations and turn challenges into triumphs!

What We Offer:

• Vibrant Culture: Experience our values in action every day, fostering a supportive environment where your voice matters and your contributions are celebrated.
• Team Spirit: Join a close-knit team that values collaboration, growth, and open communication, empowering you to thrive in a dynamic environment.
• Diversity & Fun: Embrace diversity and inclusivity in a workplace that values individuality and encourages fun, fostering a sense of belonging for all.
• Career Growth: Fuel your ambition with learning opportunities and pathways for advancement, supported by a company that invests in your development.
• Competitive Remuneration: Enjoy more than just a paycheck with our benefits package, including incentives and programs promoting wellness.

Your Role:

Customer Engagement: Guide automotive customers throughout their journey, from initial inquiry to resolution, providing personalised support and addressing concerns with empathy and expertise.

Relationship Building: Cultivate trust and enthusiasm by acting as a trusted advisor, addressing customer complaints and objections with tact and professionalism, and turning challenges into opportunities for growth.

Product Expertise: Become a go‑to resource for product knowledge and service support, assisting customers with inquiries and resolving issues promptly and effectively.

What You Bring:

Education & Experience: High school certificate required, with 2+ years of experience in customer relations or related fields and demonstrated complaint handling experience. Knowledge of the automotive industry and luxury sectors is a plus.

Communication Skills: Strong verbal and written communication abilities, coupled with active listening skills and a knack for objection handling and conflict resolution.

Time Management: Ability to prioritise tasks and manage multiple projects effectively in a fast‑paced environment, while maintaining attention to detail and adhering to call center schedule requirements.

Technological Aptitude: Proficiency in MS Office and other communication tools, coupled with the ability to navigate multiple computer screens with ease.

Professionalism: Maintain a professional demeanor, language, and appearance, representing our company with integrity and excellence at all times.

Availability: Full working rights and the ability to perform inherent role requirements across a monthly rotational roster; 38 hours per week, between 8am and 6pm.

What You’ll Get:

• Competitive Salary + Incentives
• Hybrid/Flexible Working Arrangements
• Tuition Reimbursement
• Employee Assistance Program
• Global Award-Winning Employee Rewards Program

Join us and embark on a fulfilling journey where every challenge is an opportunity to shine.

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first‑class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.

Service beyond self – We serve others—clients, customers, and teammates with care and integrity in every interaction.

Leave it better – We take ownership and leave every process, person, and place better than we found it.

Win together – We succeed as one—celebrating, supporting, and showing up for each other.

Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different sight points and allows every individual to bring value to the table in their unique way.

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.

Milwaukee Tools is an industry leader in the manufacturing of cordless & electric power tools, accessories, and hand tools. We pride ourselves on an unrelenting strategic focus on powerful brands, innovative products and exceptional people. Our culture is centred around improving the lives of our users, something that not only drives our product development but underpins everything we do.

• Discounts & Perks: Generous discounts on company products.
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