Specialist Customer Experience

Customer Experience Specialist

Full-Time | Based in Melbourne

Rotating 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

What we’re looking for:

• 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

Working hours:

• Monday to Sunday, rotating (5 days per week)
• Weekdays (Mon–Fri): rotating shifts of 8am–4pm, 9am–5pm, or 10am–6pm
• Weekends rotating weekend: 1 weekend on 1 weekend off (9am to 5pm)

Why work with us?

• 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
• We are currently based in North Melbourne and moving to new modern Collins Street offices soon.

Ready to help shape a better customer experience and make a difference in your community?

Apply now and move your career forward with Kinetic.