Customer Experience Specialist

at  Kinetic

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.
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:

We are seeking a part time Customer Experience Specialist to join our team and build genuine customer relationship through inbound and outbound customer service, taking ownership for effectively solving customer issues, complaints, and inquiries, with a commitment for customer satisfaction.

• Participate as a member of an extended service team in line with organisational values.
• Professional telephone duties including answering inbound and outbound customer service calls, taking, and disseminating messages effectively and efficiently ensuring detailed file notes are documented and feedback processes are followed.
• Responding to stakeholder requests, collating, and disseminating relevant information, resolving problems, escalating issues when required, and effectively prioritising responses to stakeholders.
• Conducting assessments and investigations into customer complaints including possible confronting offences in accordance with contractual obligations and the Public Transport Ombudsman requirements.
• Identifying customer feedback trends and issues and working with internal stakeholders to identify solutions and initiatives that help resolve or reduce complaints.
• Manage and maintain core applications and systems used across the organisation including, TIMS.
• Operate and analyse data from ticketing, GPS and tracking systems including, WEBFLEET, EROADAU.
• Accurate and reliable in handling customer information in line with contractual requirements and privacy legislation.