- Enjoy structured shifts with rotating weekday hours and rotating 1 weekend on and 1 off
- Join a collaborative team that prioritises empathy, inclusion, and continuous improvement.
- Help improve the daily journeys of thousands while shaping a more responsive and community-focused service.
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.