Customer Service Officer

2 weeks ago

Melbourne, Victoria, Australia Kinetic Full time

The opportunity:

As a Customer Service Officer, you will be the point of contact for our customers on- board our bus services and within the community. This is an outdoor, customer-facing role based across various locations in Melbourne. Your responsibilities will include assisting passengers by providing transport information, customer assistance, and ensure the safety of passengers and drivers on our services especially during rail and tram replacement services, as well as when bus routes are diverted.

Key Details:

  • Outdoor Role: This role requires you to be outside, engaging directly with passengers.
  • Flexible Schedule: You will work on a rotating roster over 7 days a week, including weekends and public holidays.
  • Physical Activity: Expect lots of walking as part of your daily duties.

You'll be involved in:

  • Deliver high-quality customer service and assistance to passengers on bus services.
  • Answer questions and educate customers about ticketing products and the bus network to enhance their public transport experience.
  • Maintain a visible presence on board bus services and bus stations to enhance passenger and driver security.
  • Engage with local communities to foster an understanding of the bus network and encourage its use.
  • Collaborate with community partners to promote and improve the bus service offerings in the region.
  • Support drivers and passengers to ensure a comfortable and enjoyable journey environment.

The boxes you'll tick:

  • Commitment to customer service.
  • Well-developed communication skills to interact with people from diverse social and cultural backgrounds.
  • Ability to remain calm and exercise good judgment in high-pressure environments.
  • Conflict resolution skills and the ability to de-escalate and resolve conflicts.
  • Quick thinking and problem-solving abilities.
  • Ability to contribute to a positive workplace culture and work cohesively in a supportive team.
  • Ability to make ethical, balanced, fair, and impartial decisions based on theory and relevant legislation.
  • Professional behavior and strong integrity as a public-facing representative of Kinetic.
  • Adaptability to work in a fast-paced, dynamic, and agile environment.
  • Self-motivation and a positive approach to continuous change.
  • Strong computer literacy, including MS Office (Word, Excel, PowerPoint) and internal systems.

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.

About us:

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.

How you apply:

Kinetic is 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.

If you are ready for an exciting career with Kinetic then click the 'Apply' button now

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