- Secure employment with a leader in the Australasian bus industry
- Diverse, inclusive and supportive work environment in North Fitzroy
- Heavy focus on development and career progression
The opportunity:
Kinetic has entered an exciting chapter in 2022 with us now operating one-third of Melbourne’s entire bus network. Due to this growth, we are currently seeking a Customer Experience Officer (Part Time) who will be acting as a key link with our valued customers.
Based at our head office in North Fitzroy, you will be a strong communicator when it comes to providing feedback and information to passengers. Your dedication to exceeding customer expectations and the ability to thrive in a fast-paced environment will be highly regarded as we are committed to providing the best service possible.
You’ll be involved in:
- Investigating and responding to customer feedback in a timely manner via phone, in person, email and letter
- 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.
- Liaising with key stakeholders such at Public Transport Victoria and the Public Transport Ombudsman.
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:
Kinetic is Australasia's only dedicated mass transit bus operator which operates some of the most recognisable names in bus transport. Collectively, Kinetic employs more than 5000 people and 3000 buses moving excess of 50 million people every year. As the proud owner of the largest electric bus fleet across Australia, Kinetic is on a journey to becoming the first net zero emissions operator. For more information, please visit our website www.wearekinetic.com
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!