Customer Advocate - Flexible Hours & Technical Support

I Motor; Melbourne; Presencial; AUD 60.000 - 75.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible working arrangements

Circle Back Initiative employer

National Police Record check

Descripción de la vacante

iMotor is seeking a Customer Advocate to join its Melbourne-based Customer Support Team. You will be the first point of contact for technical, website and support issues, handling inquiries via phone, email, or online helpdesk.

You will diagnose problems, provide accurate information, maintain Zendesk case notes, and escalate when needed while meeting KPIs. Flexible working arrangements including part-time options are available.

Formación

• 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.

Responsabilidades

• Provide product/services information, answer questions, and resolve customer 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 business relationships.
• Assist in establishing and maintaining brand content including brand guidelines and offers.
• Take ownership of support tickets from initial request through to resolution.
• Keep customers informed of progress when escalation or investigation is needed.
• Prioritise workload based on urgency and impact, and manage case notes in Zendesk.
• Identify when escalation is required and engage the appropriate team.

Conocimientos

Customer service

Relationship building

Communication

Multitasking

Herramientas

HTML5

CSS3

Adobe Photoshop

Descripción del empleo

iMotor is seeking a Customer Advocate to join its Melbourne-based Customer Support Team. You will be the first point of contact for technical, website and support issues, handling inquiries via phone, email, or online helpdesk.

You will diagnose problems, provide accurate information, maintain Zendesk case notes, and escalate when needed while meeting KPIs. Flexible working arrangements including part-time options are available.