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).

Contact Centre Specialist