Contact Centre Specialist
About the role
Do you love delighting customers? Join our founding team that will change the ways cars are bought and sold in Australia!
As a Contact Centre Customer Service your biggest job will be to delight and amaze our customers when you are responding to them, as they research cars, buy them, or need pre-sales and post-sales support. You will be supported by an enthusiastic, energetic team of people who are also customer-first, and you will receive all the necessary training you need to succeed in this role. We are looking for people with a genuine passion for customer service and sales first and foremost - coupled with a positive outlook, and proactive “can-do” attitude. You will need a great phone manner and excellent email, chat and social media skills. This role will require weekend and after hours work based on a rotating roster.
Responsibilities:
- Be the face and voice of Cars24 to our customers when speaking with them
- Go above and beyond to delight and amaze our customers, with a warm attitude, exceptional communication skills and a highly professional demeanour - so much so that they would want to tell their friends all about their experience with Cars24
- Be able to build trust with your customers by being responsive, reliable and communicative, and proactively help resolve customer issues on the spot - no problem is too hard for you
- Liaise closely with the customer operations team to ensure the right car is prepared for delivery
- Liaise closely with the customer operations team and ensure all paperwork required to complete the sale is completed smoothly, with minimal hassle
- Be willing to learn about the different buy/sell processes in every state
- Be willing to learn how to explain various car features to customers; we will provide training to guide you
- Help shape and support the development of customer-facing processes in our new business - we’re writing the playbook as we go
- Customer satisfaction metrics will be your performance indicator
What you should have:
- At least 2-3 years customer service and sales experience in a contact centre or well-known retail environment, where you also have engaged with customers over the phone, social media, email, live-chat or any other channels.
- A customer champion outlook - you take seriously the role of being the voice of the customer within the organisation and nothing less than 100% satisfaction is good enough for you.
- You’re a solid team player who is revving to do something different and be a part of a team that will change how cars are bought and sold in Australia
- You’re aware of the highs and lows of start-up life, and are willing to be part of our journey and take on tasks that we might need your help with
- Self-starter, autonomous - you proactively own your space and can act with minimal instruction. The tenacity and commitment to take us from start-up to scale-up.
- A creative problem-solver, able to work outside of expectations and processes across the organisation to generate solutions for our customers.
- Car knowledge (nice to have) - you know the ins and outs of most makes and models and can confidently answer any questions about it
- You are flexible and are willing to work after hours and weekends, based on a rotating roster (6:30am - 3:30pm over 7 days a week).
What we offer in return:
- Competitive pay: full-time salary at market rates, above award
- Ground-up opportunity: build a big business from scratch and shape the strategic direction of the market, changing the way Australians buy cars
- Amazing people & network. You are not alone - we keep standards high for anyone who joins us here. Be a part of a fun, energetic team with a “can-do” attitude.
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Last updated on Jan 16, 2024