Customer Experience Coordinator

1 week ago

Molendinar, Australia Kinetic Full time

**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.

**The opportunity**:
**Kinetic **is on the lookout for a **Customer Experience Coordinator** who eager to participate as a member of an extended service team to ensure customer satisfaction is at the core of every decision and behaviour.

**1 full-time** & **1 Casual position **available**, **both** **based** at our **Molendinar Depot. Call centre hours cover 6am to 9pm, 7 days per week, including public holidays.

**You’ll be involved in**:

- Identifying and escalating significant customer complaints to the Customer Experience Manager as required.
- Working collaboratively as an effective team member to achieve key team and individual performance targets, supporting and participating in team activities and assisting to meet team objectives.
- Responding to customer queries relating to general service information, lost property etc.
- Working with our internal teams to raise awareness of customer feedback trends to improve the customer experience on our bus services.

**The boxes you'll tick**:

- Previous experience in customer complaints (public transport industry knowledge highly desirable).
- Strong written communication and verbal skills including professional phone manner to interact with people from diverse backgrounds.
- A sense of curiosity and attention to detail to investigate customer feedback cases across a dynamic transport network/organisation.
- The ability to remain calm and respond appropriately, exercising good judgement while working in high pressure environments.
- Conflict resolution skills and the ability to de-escalate situations.
- The ability to think on your feet and problem-solve on the spot.
- A team player who committed to delivering customer service excellence
- Intermediate computer literacy including MS Office (Word, Excel, and PowerPoint).

**The benefits of working with us**:

- Secure employment with Australasia’s leading mass transit bus operator.
- Diverse, inclusive and supportive work environment.
- Career development and progression opportunities.
- Comprehensive employee assistance program including wellbeing, financial and nutritional coaching, counselling, and legal advice.
- Depot with free on-site parking and in close proximity to public transport.

**About us**:
**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 applicants to apply, including First People, and people from diverse social, cultural and gender backgrounds.

If you are ready for a challenging and rewarding career with Kinetic then click the 'Apply’ button now

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