Customer Experience Specialist
Location: Molendinar
Do you excel at building meaningful customer relationships? Are you passionate about delivering exceptional service and creating positive experiences? Join Kinetic, Australia's leading integrated transport solutions provider, as a Customer Experience Specialist.
About the Role
As a Customer Experience Specialist, you will be at the forefront of delivering exceptional service to our clients and stakeholders. Your role will involve managing inbound and outbound communications, resolving customer issues, and ensuring high levels of satisfaction through efficient and empathetic interactions. You will also play a key role in identifying opportunities for improvement and supporting continuous enhancement of the customer journey.
Key Responsibilities
- Provide professional and empathetic customer service through inbound and outbound calls, ensuring customer satisfaction is at the core of every interaction.
- Respond to stakeholder requests, collate and disseminate relevant information, and resolve issues or escalate as required.
- Conduct assessments and investigations into customer complaints, adhering to contractual obligations.
- Identify trends in customer feedback and collaborate with internal teams to implement solutions and initiatives.
- Manage and maintain core systems, including TIMS, and analyse data from ticketing and tracking systems.
- Handle customer information with accuracy and confidentiality in line with privacy legislation and organisational policies.
- Contribute to organisational safety and wellbeing by adhering to Kinetic's Child Safety National Principles and other compliance requirements.
- Ensure timely delivery of tasks to meet KPIs and contractual obligations.
About You
To thrive in this role, you'll have:
- Exceptional communication skills and a friendly, approachable demeanour.
- Demonstrated experience in building customer relationships and resolving issues with empathy and professionalism.
- A detail-oriented approach with strong problem-solving and analytical skills.
- Proficiency in customer management systems such as Salesforce, Resolve, and TIMS.
- A proactive mindset, with a positive attitude towards continuous improvement in a dynamic work environment.
- High ethical standards and the ability to handle sensitive information responsibly.
What We Offer
- A supportive, team-oriented environment where your contributions are valued.
- Flexible working hours to accommodate your lifestyle.
- The opportunity to work with Australia's largest integrated transport solutions provider.
- A chance to make a positive impact by enhancing customer satisfaction and supporting our community-focused mission.
Join Us Today
Be a part of a growing organisation dedicated to improving lives and communities through exceptional service. Apply now to become a Customer Experience Specialist in Queensland and help shape the future of customer engagement at Kinetic.
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