Specialist Customer Experience
Kinetic
Date: 4 days ago
City: Melbourne, Victoria
Contract type: Contractor
Customer Experience Specialist
Full-Time | Based in Melbourne | Wednesday to Sunday Roster
Join Kinetic – Australia and New Zealand’s largest and most trusted bus operator – and be part of a team that genuinely cares about improving lives and enhancing communities.
We’re looking for a Customer Experience Specialist to join our team and help us deliver exceptional service to our customers across a range of inbound and outbound enquiries. If you’re passionate about problem-solving, thrive in a dynamic team, and have a knack for building positive relationships, this role is for you.
What You’ll Do
Apply now and move your career forward with Kinetic.
Full-Time | Based in Melbourne | Wednesday to Sunday Roster
Join Kinetic – Australia and New Zealand’s largest and most trusted bus operator – and be part of a team that genuinely cares about improving lives and enhancing communities.
We’re looking for a Customer Experience Specialist to join our team and help us deliver exceptional service to our customers across a range of inbound and outbound enquiries. If you’re passionate about problem-solving, thrive in a dynamic team, and have a knack for building positive relationships, this role is for you.
What You’ll Do
- Respond to customer enquiries via phone and email in a professional, solution-focused manner
- Investigate and resolve complaints, including sensitive or complex issues, in line with contract obligations
- Use data systems to track feedback trends and support continuous improvement initiatives
- Maintain accurate records and ensure compliance with privacy legislation
- Liaise with both internal and external stakeholders including government clients, schools, and operational teams
- Previous experience in customer service, preferably in a high-volume or regulated environment
- Outstanding communication skills and the ability to show empathy and resilience
- Strong attention to detail and a proactive approach to problem-solving
- Competency with customer management systems (Salesforce, Resolve, TIMS – desirable)
- A team player who can also manage their own workload and priorities effectively
- Wednesday to Sunday (5 days per week)
- Weekdays (Wed–Fri): rotating shifts of 8am–4pm, 9am–5pm, or 10am–6pm
- Weekends (Sat–Sun): fixed shift of 9am–5pm
- Be part of an inclusive and values-driven team culture
- Join an organisation with a strong mission and clear purpose
- Access development and growth opportunities
- Work in a modern office located in Melbourne’s CBD
Apply now and move your career forward with Kinetic.
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