Customer Experience Specialist

Percepta LLC; City of Melbourne; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Vibrant Culture

Team Spirit

Diversity & Fun

Career Growth

Competitive Remuneration

Job summary

Percepta LLC in Melbourne is seeking a Customer Experience Specialist to guide automotive customers from inquiry to resolution, delivering personalised support with empathy and expertise.

You will build trusted relationships, handle objections professionally, and become the go-to resource for product knowledge. The role offers hybrid working arrangements, a monthly roster, and opportunities for learning and career growth.

Qualifications

• High school certificate required with 2+ years in customer relations or related fields and complaint handling experience.
• Knowledge of the automotive industry and luxury sectors is a plus.
• Strong verbal and written communication, active listening, and conflict resolution skills.

Responsibilities

• Guide automotive customers from inquiry to resolution with personalised support and empathy.
• Cultivate trust and enthusiasm by addressing complaints and objections professionally.
• Become the go-to resource for product knowledge and service support.

Skills

Customer relations

Active listening

Objection handling

Conflict resolution

Time management

Communication

Education

High school certificate

Tools

MS Office

Job description

Job Description - Customer Experience Specialist (04F2A)

Customer Experience Specialist

AU-VIC-Melbourne

Join our team as a Customer Experience Specialist (CXS)and immerse yourself in a role where every interaction is an opportunity to exceed expectations and turn challenges into triumphs!

What We Offer:

• Vibrant Culture:Experience our values in action every day, fostering a supportive environment where your voice matters and your contributions are celebrated.
• Team Spirit:Join a close-knit team that values collaboration, growth, and open communication, empowering you to thrive in a dynamic environment.
• Diversity & Fun:Embrace diversity and inclusivity in a workplace that values individuality and encourages fun, fostering a sense of belonging for all.
• Career Growth:Fuel your ambition with learning opportunities and pathways for advancement, supported by a company that invests in your development.
• Competitive Remuneration:Enjoy more than just a paycheck with our benefits package, including incentives and programs promoting wellness.

Your Role:

Customer Engagement:Guide automotive customers throughout their journey, from initial inquiry to resolution, providing personalised support and addressing concerns with empathy and expertise.

Relationship Building:Cultivate trust and enthusiasm by acting as a trusted advisor, addressing customer complaints and objections with tact and professionalism, and turning challenges into opportunities for growth.

Product Expertise:Become a go‑to resource for product knowledge and service support, assisting customers with inquiries and resolving issues promptly and effectively.

What You Bring:

Education & Experience:High school certificate required, with 2+ years of experience in customer relations or related fields and demonstrated complaint handling experience. Knowledge of the automotive industry and luxury sectors is a plus.

Communication Skills:Strong verbal and written communication abilities, coupled with active listening skills and a knack for objection handling and conflict resolution.

Time Management:Ability to prioritise tasks and manage multiple projects effectively in a fast‑paced environment, while maintaining attention to detail and adhering to call center schedule requirements.

Technological Aptitude:Proficiency in MS Office and other communication tools, coupled with the ability to navigate multiple computer screens with ease.

Professionalism:Maintain a professional demeanor, language, and appearance, representing our company with integrity and excellence at all times.

Availability:Full working rights and the ability to perform inherent role requirements across a monthly rotational roster; 38 hours per week, between 8am and 6pm.

What You’ll Get:

• Competitive Salary + Incentives
• Hybrid/Flexible Working Arrangements
• Tuition Reimbursement
• Employee Assistance Program
• Global Award-Winning Employee Rewards Program

Join us and embark on a fulfilling journey where every challenge is an opportunity to shine.

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first‑class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.

S ervice beyond self – We serve others—clients, customers, and teammates with care and integrity in every interaction.

Leave it better– We take ownership and leave every process, person, and place better than we found it.

Win together– We succeed as one—celebrating, supporting, and showing up for each other.

Deliver remarkable– We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different venture points and allows every individual to bring value to the table in their unique way.

#LI-Onsite

From its inception, Percepta LLC has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first‑class service across each market wesupport.