Part-Time Customer Experience Specialist — 10am–5pm

Kinetic Group; Gold Coast City; Hybrid; AUD 30,000 - 41,000; Part time

Job summary

Kinetic is Australia and New Zealand’s largest bus operator, seeking a Customer Experience Specialist for a part-time role in Molendinar. You will manage inbound and outbound calls, resolve issues, and drive high levels of customer satisfaction through empathetic interactions.

You will use Salesforce, Resolve and TIMS to govern data, identify trends, and collaborate with teams to implement improvements while maintaining confidentiality and complying with policies.

Qualifications

• Excellent communication and empathy in customer interactions.
• Proven ability to build customer relationships and resolve issues.
• Detail-oriented with strong problem-solving and analytical skills.
• Experience with Salesforce, Resolve and TIMS.

Responsibilities

• Handle inbound and outbound calls to ensure customer satisfaction.
• Respond to stakeholder requests and disseminate information; resolve issues or escalate as needed.
• Investigate 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 tools.
• Handle customer information with accuracy and confidentiality per privacy policies.
• Support safety and compliance with company principles and policies.
• Ensure timely delivery of tasks to meet KPIs and obligations.

Skills

Communication

Empathy

Customer relationships

Problem solving

Analytical skills

Detail-oriented

Tools

Salesforce

Resolve

TIMS

Job description

Kinetic is Australia and New Zealand’s largest bus operator, seeking a Customer Experience Specialist for a part-time role in Molendinar. You will manage inbound and outbound calls, resolve issues, and drive high levels of customer satisfaction through empathetic interactions.

You will use Salesforce, Resolve and TIMS to govern data, identify trends, and collaborate with teams to implement improvements while maintaining confidentiality and complying with policies.