Part Time Customer Experience Specialist

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

Location- Molendinar

Part- time- 5 hrs per day- 5 days per week, school holidays off

We are looking for highly motivated people who enjoy interacting with the public and have a genuine passion for providing great customer service.

School hours that fit around your family

• Work 9am to 2pm, Monday to Friday, with time for the school drop-off and pick-up, and enjoy the school holidays off.

As a Customer Experience Specialist, you will be at the forefront of delivering exceptional service to our clients and stakeholders. Your role will involve managing inbound and outbound communications, resolving customer issues, and ensuring high levels of satisfaction through efficient and empathetic interactions. You will also play a key role in identifying opportunities for improvement and supporting continuous enhancement of the customer journey.

About the role

• Handle inbound and outbound calls and enquiries about school bus services with empathy and professionalism
• Assist schools with bookings for the BUSIT program
• Liaise with stakeholders on bus travel and student behaviour matters
• Investigate and resolve customer complaints in line with contractual obligations, escalating when needed
• Spot trends in feedback and work with internal teams on improvements
• Maintain core systems, including TIMS, and analyse ticketing and tracking data
• Protect customer information in line with privacy legislation and company policy
• Uphold Kinetic’s Child Safety National Principles and meet KPIs and compliance requirements

About You

To thrive in this role, you’ll have:

• Exceptional communication skills and a friendly, approachable demeanour.
• Demonstrated experience in building customer relationships and resolving issues with empathy and professionalism.
• A detail-oriented approach with strong problem-solving and analytical skills.
• Proficiency in customer management systems such as Salesforce, Resolve, and TIMS.
• A proactive mindset, with a positive attitude towards continuous improvement in a dynamic work environment.
• High ethical standards and the ability to handle sensitive information responsibly.

How to Apply

Kinetic is proud to be an Equal Opportunity Employer and reflect the community we serve. We invite all suitably qualified persons of all sexualities, genders and cultures, including Aboriginal and Torres Strait Islander Peoples, to apply.

If you’re ready for a challenging and rewarding career with us then click the 'Apply' button now!