Customer Advocate (12-month Contract)

carsales; Melbourne; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

24 weeks parental leave

4 weeks secondary caregiver leave

Family & fertility planning leave

Flexible working (including part-time)

Circle Back Initiative

Engaged leadership and team

Job summary

iMotor, part of carsales, invites you to join its Customer Support Team as a Customer Advocate. You’ll be the first contact for technical, website and support issues, delivering accurate product information via phone, email, or helpdesk.

You’ll diagnose, advise, and resolve tickets, collaborate with dealership accounts, and maintain brand content, ensuring high-quality relationships and timely resolutions in a hybrid work setting.

Qualifications

• Recent experience in a customer facing role with ability to build relationships.
• Confident communicator able to explain technical issues to a non-technical audience.
• Able to multitask, prioritise workload and adapt quickly to change.
• Track record of meeting KPIs and working independently with accountability.
• Excellent written and verbal communication skills in a team environment.

Responsibilities

• Provide product/services information, answer questions, and resolve any emerging problems via phone, email or helpdesk.
• Offer advice and recommendations from diagnosis through to resolution via our ticketing system.
• Collaborate with dealership accounts to maintain and retain business relationships.
• Assist in establishing and maintaining brand content including brand guidelines, special offers and vehicle data.
• Take ownership of support tickets from initial request through to resolution.
• Keep customers informed of progress, especially where escalation is needed.
• Prioritise workload based on urgency, customer impact and commitments.
• Maintain clear case notes and records within Zendesk.
• Identify when escalation is required and engage the appropriate team.

Skills

Customer facing

Excellent communication

Time management

KPIs driven

Independent worker

Attention to detail

Tools

Zendesk

HTML5

CSS3

Adobe Photoshop

Job description

Are you ready to be a big part of something big?

iMotor, part of carsales, provides website solutions both here in Australia and internationally, to automotive OEM's & dealers, as well as dealers in other industries including caravans, bikes, boats, trucks and equipment.

We have achieved excellent growth since its creation fifteen years ago and currently has a team of 40+ employees managing 1,800+ websites.

When it comes to your career, we want to offer meaningful opportunities that empower you to make a lasting impact. But for that to happen, we strive to feel small, small enough to stay agile, learn across teams, and connect authentically with each other.

We embrace hybrid working combining the flexibility of remote work with the energy and connection of in-person collaboration. We champion flexibility and offer a range of policies and leave options to support your wellbeing.

What’s on offer

• A place where you can move your career forward, where you’ll be continuously backed to make new ideas happen, and the chance to do work that makes real, significant impact in the world.
• We’re proud to be recognised as one of Australia’s Best Workplaces™ by Great Place to Work®, a Family Friendly Workplace and a WORK180 endorsed employer for women.
• The support of a highly engaged, high-performing team including a leadership team that you’ll actually have face time with.
• 24 weeks paid parental leave for primary caregivers, four weeks paid secondary caregivers leave and paid family & fertility planning leave.

Job Description

What you’ll do

This is your opportunity to join iMotor’s Customer Support Team as aCustomer Advocate. As part of this team, you will be responsible for being the first point of contact for all technical, website and support issues.

• Provide product/services information, answer questions, and resolve any emerging problems that our customers might face, with accuracy and efficiency, via phone, email or our online helpdesk.
• Offer advice and recommendations, from diagnosis through to resolution via our ticketing system.
• Collaborate and connect with established dealership accounts to maintain and retain business relationships.
• Assist in establishing and maintaining brand content including brand guidelines, special offers and vehicle data to ensure correct manufacture and dealership representation.
• Take ownership of support tickets from initial request through to resolution.
• Keep customers informed of progress, particularly where requests require investigation or assistance from another team.
• Prioritise workload appropriately based on urgency, customer impact and existing commitments.
• Maintain clear and accurate case notes and records within Zendesk.
• Identify when an issue requires escalation and engage the appropriate person or team.

Qualifications

What we are looking for

• Computer literacy and data entry skills, plus an intermediate understanding of HTML5 & CSS3 and Adobe Photoshop.
• Recent experience in a customer facing role with demonstrated ability to develop relationships and maintain a disciplined and process-oriented approach to daily tasks.
• A confident communicator able to understand technical issues and translate them to a non-technical audience.
• The ability to multitask, priorities workload and adapt quickly to change.
• Someone with a clear track record of meeting KPIs, capable of working independently, while driving self-accountability around the quality and speed of their work.
• Reliable and dependable person with outstanding written and verbal communication skills who would enjoy working within a team, to design and implement creative solutions to problems.
• Excellent time management skills and belief that details and accuracy matters.

Additional Information

A few other things we want you to know...

• As an equal opportunity employer, iMotor welcomes applications from individuals of all backgrounds, identities, abilities, and life experiences. We are committed to fostering a diverse and inclusive workplace where everyone feels valued and supported.
• If you have a disability or require adjustments to participate fully in the recruitment process, please let us know - we’re here to support you.
• We understand the importance of work-life balance and offer flexible working arrangements, including part-time options. If you’d like to explore this, just ask during the process.
• We’re also a proud Circle Back Initiative employer, which means we commit to responding to every applicant.
• Successful candidates joining the iMotor team will need to complete a National Police Record check and must have full-time Australian working rights.