Contact Centre Consultant

SG Fleet; Sydney; On-site; AUD 50,000 - 65,000; Full time

Benefits offered by this job

Wellness days

20 weeks paid parental leave

Vehicle salary packaging

Career progression opportunities

Learning budget + LinkedIn Learning

Volunteer days

Employee Assistance Program

Health and wellbeing subsidy

Job summary

SG Fleet in Sydney is seeking a customer service professional to be the first point of contact for novated drivers, handling enquiries by phone and email and delivering timely, accurate resolutions.

You will work with internal teams and external stakeholders, maintain detailed system notes, and contribute to a positive customer experience while meeting KPIs and supporting continuous improvement.

Qualifications

• Experience in an inbound call centre handling customer enquiries.
• Excellent written and verbal communication skills.
• Ability to resolve problems with timely, effective solutions.
• Strong organisational and prioritisation abilities.
• Business acumen and commercial awareness.

Responsibilities

• Respond to novated drivers' phone and email enquiries with accurate, timely resolutions.
• Maintain detailed system notes and update Fleet Management systems per policy.
• Understand and respond to Fringe Benefits Tax (FBT) related questions.
• Process customer requests and coordinate with other teams to ensure end-to-end delivery.
• Invest in personal development and customer service competencies.
• Collaborate with the team to uphold KPIs and improve customer satisfaction.

Skills

Inbound call centre experience

Customer service excellence

Communication skills

Problem solving

Organisational skills

Commercial awareness

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

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
• 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
• 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