[Apply Now] Customer Service Specialist- Full Time

3 weeks ago

City of Melbourne, Australia Kinetic Full time

Customer Experience Specialist – Full Time

Location: Melbourne

Are you passionate about delivering exceptional customer service and building strong relationships? Join Kinetic, Australia and New Zealand’s largest and most diverse bus network operator, as a Customer Experience Specialist.

In this role, you’ll be part of a supportive team that keeps customer satisfaction at the heart of everything we do. You’ll manage inbound and outbound customer feedback, resolve complaints with empathy and professionalism, and collaborate with our depots, operations, and frontline staff to ensure the best possible experience for our passengers.

What you’ll do:

- Handle customer enquiries and complaints via phone, email, and other channels with care and efficiency
- Investigate and resolve issues, ensuring accurate case notes and timely follow-up
- Work closely with internal teams to resolve matters and reduce repeat complaints
- Analyse customer feedback trends to identify opportunities for service improvement
- Contribute to reporting for management and contract partners

What you’ll bring:

- Strong communication and interpersonal skills with the ability to show empathy in difficult situations
- Analytical thinking and attention to detail
- Ability to manage competing priorities and meet KPIs
- Experience in customer service, complaint handling, or related roles
- A proactive, team-focused approach

Why join us?

- Be part of a values-driven organisation committed to moving people and enhancing communities
- Work in a supportive environment that encourages learning and growth
- Opportunity to make a real difference in customer experiences every day

At Kinetic, we celebrate diversity and are proud to be an equal opportunity employer. We encourage applications from people of all genders, backgrounds, and experiences.

If you’re ready to put customers at the center of what you do and want to join a growing team, we’d love to hear from you.

Apply now and help us keep our communities moving.

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