End-To-End Customer Experience Specialist

Bosc; Melbourne; Vor Ort; AUD 30.000 - 40.000; Teilzeit

Zusammenfassung

Kinetic is Australia and New Zealand’s leading mass transit bus operator, seeking a Customer Experience Specialist for Melbourne (Collins Street). The role is permanent part-time, 3 days per week (20 hours) with a 6-month fixed term contract.

You will be the first point of contact for customers, handling inquiries across phone, email, and digital channels, and work with operations and depot teams to improve outcomes. The position is based at Collins Street, Melbourne.

Qualifikationen

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

Aufgaben

• 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.

Kenntnisse

Friendly communicator

Calm under pressure

Attention to detail

Proactive team player

Customer service experience

Jobbeschreibung

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

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.