Customer Service Specialist

Customer Experience Specialist

Customer Experience Specialist - Launceston

Location: Launceston

Company: Kinetic

Employment Type: Full-time

Join a team that moves people and enhances communities.

Kinetic is Australia and New Zealand’s largest and most trusted bus operator. We’re looking for a Customer Experience Specialist to help us deliver exceptional service and build genuine relationships with our customers.

About the Role

As a Customer Experience Specialist, you’ll be the voice of Kinetic—handling customer feedback, resolving complaints, and ensuring every interaction reflects our commitment to quality and care. You’ll:

• Respond to inbound and outbound customer queries with empathy and professionalism
• Investigate and resolve complaints in line with contractual obligations
• Collaborate with depots and frontline teams to reduce repeat issues
• Analyse feedback trends and support service improvements
• Maintain accurate records and utilise core systems for reporting

What You’ll Bring

• Strong communication and empathy skills
• Attention to detail and analytical thinking
• Ability to manage competing priorities and meet KPIs
• Experience with customer service systems and complaint handling
• A collaborative, proactive approach to problem-solving

Why Join Kinetic?

At Kinetic, our mission is to improve the livelihoods of the communities we serve. We move people, enhance communities, and strive to be an employer of choice. You’ll be part of a growing, high-achieving organisation that values:

• Emotional intelligence and ethical leadership
• Continuous improvement and innovation
• Teamwork and talent development
• Safety, wellbeing, and community impact

Ready to Apply?

If you’re passionate about customer experience and want to lead a team that makes a difference, we’d love to hear from you.