Contact Centre Consultant

SG Fleet AU; Sydney; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Wellness days

Parental leave (20 weeks)

Salary packaging for vehicle benefits

Milestone awards

Referral bonus

Discounted mobility products

Flexible work arrangements

Career progression opportunities

Learning budget and LinkedIn Learning

Volunteer days

Health and wellbeing support

Job summary

SG Fleet AU is seeking a customer service specialist to be the first point of contact for Novated Drivers, handling inquiries about existing novated leases by phone and email, collaborating with internal teams to resolve issues and ensure a positive experience.

You will maintain accurate system notes, explain Fringe Benefits Tax queries, and process requests across teams while upholding KPIs and delivering exceptional service.

Qualifications

• Experience in a customer service inbound call centre.
• Ability to communicate clearly, both written and verbal, and engage at all levels.
• Ability to resolve enquiries to final resolution promptly and effectively.
• Strong organisational and prioritisation skills.
• Business acumen and awareness of commercial context.
• Motoring industry experience is desirable.

Responsibilities

• Answer novated drivers phone and email enquiries to provide accurate, timely resolutions.
• Maintain detailed system notes and update Fleet Management systems per policy.
• Explain Fringe Benefits Tax information accurately where required.
• Process customer requests through to completion, coordinating with other teams as needed.
• Invest in personal development and maintain core customer service competencies.
• Collaborate with the team to ensure high customer satisfaction and meet KPIs.

Skills

Customer service

Communication skills

Problem solving

Organisational skills

Commercial awareness

Motoring industry

Job description

Job Description

In this role, you will be the first point of contact for Novated Drivers, providing timely and accurate support for enquiries related to existing novated leases via phone and email. You will work closely with both internal teams and external stakeholders to investigate and resolve customer queries, delivering exceptional service and ensuring a positive customer experience at every interaction.

Job Requirements

• Previous experience in a customer service inbound call centre
• Good communication skills both written and verbal, ability to communicate at all levels
• Ability to resolve problems through to complete resolution in a timely, effective manner
• Strong organisational and prioritisation skills
• Business acumen and commercial awareness
• Motoring industry experience desirable

Job Responsibilities

• Thoroughly and efficiently respond to novated drivers phone and email enquiries to ensure that the customer has received accurate and timely resolutions to their enquiry
• Maintain excellent systems notes that are accurate, complete and timely. Update Fleet Management systems with detailed actions, comments, and communication as per company policy and procedure
• Ability to retain a high level of technical information to respond accurately to complex customer enquiries including answering questions relating to Fringe Benefits Tax (FBT)
• Process customer requests on behalf of or via other teams/ parties whilst always being conscious of the end-to-end delivery stream that is invisible to the external customer
• Take ownership of personal development and customer service core competencies
• Work effectively with the team to ensure excellent customer experience, adherence to all KPIs and support the improvement of the Customer's satisfaction levels

Job Benefits

• Recharge and relax with up to four extra days of leave each year. We call them Wellness days
• We offer industry leading 20 weeks paid parental leave
• Save plenty with vehicle salary packaging
• Monetary service milestone awards
• Recruitment referral bonus
• Discounted mobility products and services
• Flexible work arrangements
• Career progression opportunities (over 25% of our vacancies get filled internally!)
• Education support towards your growth, including an individual learning budget per year, free access to LinkedIn Learning and more
• Two paid volunteer days each year to give back to causes that matter to you
• Health and wellbeing support including a subsidy and an innovative Employee Assistance Program

What's next

We'd love to hear from you if you're ready to take on your next challenge at a company that embodies diversity and belonging while also offering work-life balance and career development.

We are a proud equal opportunity employer and welcome everyone to our team. As a pre-requisite to employment, the successful applicant will be required to complete a pre-employment screening.

Aboriginal and Torres Strait Islander candidates are encouraged to apply.