Job Description
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:This position builds genuine customer relationship through inbound and outbound customer service to accept ownership for effectively solving customer issues, complaints, and inquiries, keeping customer satisfaction at the core of every decision and behaviour.Your Main Responsibilities:Participate as a member of an extended service team in line with organisational values.Managing high-quality, high-volume feedback including answering inbound and outbound customer service calls, taking, and disseminating messages effectively and efficiently.Producing regular reports for the Department of Transport and Planning and key internal stakeholders.Conducting assessments and investigations into customer complaints.Identifying and analysing customer feedback trends and issues.Auditing quality of responses from the CX team to ensure customer satisfaction and responses meet standards set by Department of Transport and Planning as well as onboarding, training, and continuous professional development of the team, improving on feedback systems and processes.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.Manage own workload, ensuring that timeframes are strictly adhered to and contractual KPI's are achieved as set by management.The boxes you'll tick:Excellent communication skills and an approachable demeanour.Demonstrated experience in building customer relationships and showing empathy to understand the customers emotions and point of view.Detail oriented with excellent analytical and investigative & problem-solving ability.Self-motivated with a demonstrated enthusiastic approach to day-to-day business operations and positive approach to a continual changing work environment.Ability to operate in a highly ethical manner in accordance with contractual requirements, client expectations of high standards and Kinetics high quality and performance-oriented culture.Desire to be part of a growing, high achieving, successful service organisation.High level experience with core applications and customer management systems such as Salesforce, Resolve and TIMS.The benefits of working with us:An attractive annual salary of 85-90k+ superannuation.We are Australasia's leading mass transit bus operator and are rapidly growing.We have a diverse, inclusive, and supportive work environment that enables you to succeed.We care for our people and provide an Employee Assistance Program which includes wellbeing support, financial and nutritional coaching, counselling, and legal advice.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 persons of all sexualities, genders and cultures, including Aboriginal and Torres Strait Islander Peoples, to apply.If you are ready for an exciting career with Kinetic then click the 'Apply' button now!Kinetic Group
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