Customer Engagement Advisor

Bayside Group; Sydney; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive remuneration

Career development opportunities

Inclusive and sustainable environment

Health & Well-being initiatives

Job summary

Bayside Group is assisting Polestar Australia in recruiting a Customer Engagement Advisor in Sydney to deliver luxury service across phone, email, live chat and social media.

You will manage multi‑channel interactions, build relationships through the buying process, log communications in the CRM, and collaborate with internal teams to continually elevate the customer experience during a six‑month transition to permanent full‑time employment.

Qualifications

• Experience in Automotive OEM or luxury automotive retail is preferred.
• Excellent verbal and written communication skills.
• Experience handling phone, email, live chat, and social media case management.
• Familiarity with Salesforce CRM and Genesys phone systems is highly advantageous.
• Strong administrative skills and attention to detail.

Responsibilities

• Manage inbound and outbound customer interactions across phone, email, chat, and social media, ensuring first-contact resolution.
• Build and maintain professional relationships with customers throughout the buying process via online portals.
• Log all customer interactions in the CRM system and comply with internal procedures.
• Address complaints promptly and provide feedback to management.
• Stay updated on product knowledge and policies through training.
• Collaborate with internal teams to optimize the customer experience.

Skills

Automotive OEM

Luxury automotive

CRM systems

Salesforce

Genesys

Phone handling

Social media

Microsoft Office

EV knowledge

Tools

Salesforce CRM

Genesys

Microsoft Office

Job description

Our client, Polestar Australia, is continuing to re-model the Australian automotive landscape. This revolutionary luxury automotive brand is seeking a Customer Engagement Advisor to complement their Customer Service team.

Focusing on delivering exceptional customer service across multiple communication channels, including phone, email, live chat, and social media, to customers and internal/external service partners. As a Customer Engagement Advisor, you will be instrumental in creating and preserving a seamless, luxury experience at every customer touchpoint.

This position is intended to transition to permanent full-time employment after an initial six-month period subject to satisfactory performance.

The suitable candidate will be responsible for:

• Manage inbound and outbound customer interactions across phone, email, chat, and social media, ensuring first-contact resolution and adherence to processes
• Build and maintain positive, professional relationships with customers while assisting them through the buying process via online portals
• Respond efficiently to social media interactions in line with company protocols and accurately log all customer interactions in the CRM system, ensuring compliance with internal procedures.
• Address and escape complaints as needed, providing timely feedback to management
• Stay updated on product knowledge and policies through workshops, training, and briefings
• Collaborate with internal teams to optimize the overall customer experience

Qualifications & Experience:

• Previous experience in Automotive OEM, luxury automotive retail or sales environment is advantageous
• Excellent verbal communication and writing skills
• Experience in handling phone calls, email case management and strong administrative skills
• Experience with live chat case handling, well developed technical skills, social media proficiency, and intermediate Microsoft Office abilities
• Understanding and passion for Electric Vehicles (EV) and technology, familiarity with Salesforce CRM and Genesys phone systems are all highly advantageous attributes

What do we offer?

• Competitive remuneration
• Structured learning & career development opportunities
• A dynamic, inclusive and sustainable working environment
• Health & Well-being initiatives

If you require further information, please contact Nitin Gundagowni on 0478 307 002.