Contact Centre Consultant

SG Fleet AU; Sydney; Hybrid; AUD 65,000 - 75,000; Full time

Benefits offered by this job

Wellness days

Paid parental leave (20 weeks)

Salary packaging

Milestone rewards

Referral bonus

Discounted mobility products

Flexible work arrangements

Career progression opportunities

Learning budget + LinkedIn Learning

Volunteer days

Health and wellbeing support

Job summary

SG Fleet AU in Sydney is seeking an enthusiastic customer service specialist to be the first point of contact for Novated Drivers, handling enquiries about existing novated leases by phone and email with timely, accurate responses.

You will collaborate with internal teams and external stakeholders to investigate and resolve queries, documenting actions in Fleet Management systems and maintaining high standards of service and customer satisfaction.

Qualifications

• Experience in a customer service inbound call centre.
• Strong written and verbal communication skills.
• Ability to resolve issues to full resolution promptly.
• Strong organisational and prioritisation abilities.
• Business acumen and commercial awareness.
• Motoring industry experience is desirable.

Responsibilities

• Thoroughly respond to novated drivers' phone and email enquiries with accurate resolutions.
• Maintain detailed notes and update Fleet Management systems with actions.
• Explain technical info and respond to questions on Fringe Benefits Tax (FBT).
• Process requests for other teams while ensuring end-to-end delivery.
• Own personal development and customer service core competencies.
• Collaborate with the team to ensure great customer experience and KPIs.

Skills

Customer service

Communication skills

Problem solving

Organisational skills

Commercial awareness

Motoring industry experience

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

Learn more by watching SG Fleet Careers