Melbourne CX Advocate - End-to-End Customer Support

Bosc; Melbourne; On-site; AUD 30,000 - 40,000; Part time

Job summary

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.

Qualifications

• 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).

Responsibilities

• 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.

Skills

Friendly communicator

Calm under pressure

Attention to detail

Proactive team player

Customer service experience

Job description

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.