Customer Experience Consultant

Peter Warren Automotive Holdings Ltd.; Sydney; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Competitive remuneration package with绩

Staff discounts

Health and wellbeing initiatives

Paid parental leave

Retail and lifestyle discounts

Career development opportunities

Job summary

Peter Warren Automotive Holdings is seeking a Customer Experience Consultant to be the first point of contact for customers enquiring about vehicles, via phone and online, in a fast-paced dealership environment.

You will build rapport, understand customer needs and convert enquiries into appointments by guiding customers to the right Sales Consultant while maintaining accurate CRM records.

Qualifications

• Experience in customer service, contact centre, sales support or a Business Development Centre (BDC).
• Passion for delivering exceptional customer service and building lasting customer relationships.
• Strong communication, interpersonal and relationship-building skills.
• Ability to manage multiple enquiries while working towards KPIs and sales targets.

Responsibilities

• Respond to inbound phone and online enquiries, delivering exceptional customer service at every interaction.
• Build rapport with customers, identify their needs, and connect them with the appropriate Sales Consultant.
• Manage and maintain accurate customer records and lead activity within the CRM system.
• Proactively follow up leads to maximise sales opportunities and customer engagement.
• Ensure all enquiries are actioned accurately and within agreed service level timeframes.
• Work collaboratively with the sales team to drive customer satisfaction, dealership performance, and sales success.

Skills

Customer service

Communication

CRM systems

Lead management

KPI targets

Microsoft Office

Tools

CRM systems

Microsoft Office

Job description

Be the first voice of our business and help customers find their perfect vehicle.

Do you thrive on delivering exceptional customer service and enjoy turning enquiries into opportunities? If you're passionate about creating outstanding customer experiences and love working in a fast-paced, high-energy environment, we'd love to hear from you.

As a Customer Experience Consultant, you'll be the first point of contact for customers enquiring about our vehicles via phone and online. You'll play a pivotal role in converting enquiries into dealership appointments by building rapport, understanding customer needs, and ensuring every interaction leaves a lasting positive impression.

What you'll be doing

As a valued member of our Customer Contact Team, you will:

• Respond to inbound phone and online enquiries, delivering exceptional customer service at every interaction.
• Build rapport with customers, identify their needs, and connect them with the appropriate Sales Consultant.
• Manage and maintain accurate customer records and lead activity within the CRM system.
• Proactively follow up leads to maximise sales opportunities and customer engagement.
• Ensure all enquiries are actioned accurately and within agreed service level timeframes.
• Work collaboratively with the sales team to drive customer satisfaction, dealership performance, and sales success.

What we're looking for

You'll be a confident communicator who enjoys speaking with people and thrives in a customer-focused environment.

Ideally you'll bring:

• Previous experience in customer service, contact centre, sales support or a Business Development Centre (BDC).
• Passion for delivering exceptional customer service and building lasting customer relationships.
• Strong communication, interpersonal and relationship-building skills.
• Ability to manage multiple enquiries while working towards KPIs and sales targets.
• Proficient in CRM systems and Microsoft Office (Word, Excel and Outlook).
• Highly organised, proactive and able to work independently while contributing to a collaborative team.

Why join us?

• Competitive remuneration package with performance incentives
• Employee benefits including staff discounts, health and wellbeing initiatives, paid parental leave, and access to hundreds of retail and lifestyle discounts
• Work with one of Australia's leading automotive dealer groups
• Ongoing training and career development opportunities
• Supportive and collaborative team environment
• Genuine opportunities for career progression across multiple dealerships and brands

About Us

Peter Warren Automotive Holdings is one of Australia’s largest and most established multi-franchise automotive dealer groups, representing a portfolio of leading automotive brands across NSW, Queensland and Victoria. With more than 2,000 dedicated employees, we’re passionate about creating exceptional customer experiences and providing our people with opportunities to develop, grow and build long-term careers.

Joining our team means becoming part of a supportive, high-performing environment where your contribution is valued, your achievements are recognised and you can build a rewarding career within the automotive industry.

Ready to accelerate your career?

If you're passionate about customer service, enjoy connecting with people, and want to be part of a team that celebrates success, we'd love to hear from you.

Apply today and help customers take the first step towards their next vehicle.