Customer Experience Specialist

Full-Time Mon-Fri- Launceston

Role Purpose

As the first point of contact for our customers and the community this role plays a key part in delivering exceptional customer service and administrative support. You will provide information ticketing services and operational assistance to support both our passengers and drivers ensuring a safe efficient and positive public transport experience.

Key Responsibilities

In this role you will:

• Deliver high-quality customer service to passengers across Kinetic Tasmania services
• Provide accurate information and guidance on ticketing products and the public transport network
• Support both drivers and passengers to create a safe comfortable and enjoyable journey
• Manage reservations and ticket sales efficiently and accurately
• Ensure the transit centre operates during required hours and is securely closed at the end of each shift
• Coordinate luggage handling ensuring items are correctly tagged and loaded onto the appropriate services
• Maintain strict cash-handling procedures including float management and end-of-shift reconciliation
• Process refunds promptly within designated timeframes
• Respond to phone and email enquiries in a professional timely and courteous manner
• Maintain a professional presentation in line with Kinetics uniform and grooming standards
• Ensure all customer areas are clean sanitised and presented to a high standard at all times
• Comply with all company policies procedures and approval processes

Additional Responsibilities

• Provide phone support coverage for team members during breaks
• Assist with administrative tasks such as preparing ticketing bundles and destination tags
• Report all incidents and adhere to workplace health and safety requirements
• Maintain a clean and organised workstation
• Undertake additional duties as required to support the team and business operations

About You

To be successful in this role you will bring:

• A strong commitment to customer service excellence
• Excellent communication and interpersonal skills
• The ability to manage multiple tasks in a fast-paced environment
• High attention to detail and accuracy
• A professional and reliable approach to work

Qualifications & Experience

• High School Certificate (or equivalent)
• Previous call centre experience (desirable)
• 3 years experience in customer service or reservations (desirable)

Why Join Kinetic

At Kinetic we are committed to connecting communities and delivering safe reliable and sustainable transport. Youll be part of a supportive team that values professionalism customer focus and continuous improvement.

If you love working with people and want to be part of a team that keeps Launceston moving apply today!