Customer Experience Specialist

Percepta; City of Melbourne; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive Salary + Incentives

Hybrid/Flexible Working Arrangements

Tuition Reimbursement

Employee Assistance Program

Global Award-Winning Employee Rewards

Job summary

Percepta is hiring a Customer Experience Specialist in Melbourne to guide automotive customers from inquiry to resolution with empathy and expertise.

The role focuses on building trust, addressing complaints with tact, and becoming the go-to resource for product knowledge and service support. A high school certificate and 2+ years of customer relations experience are valued, with a flexible hybrid work setup.

Qualifications

• High school certificate required.
• 2+ years experience in customer relations or related fields are preferred.
• Knowledge of automotive industry and luxury sectors is a plus.

Responsibilities

• Customer Engagement: guide automotive customers from inquiry to resolution with empathy and expertise.
• Relationship Building: build trust, address complaints with tact, turn challenges into opportunities.
• Product Expertise: become a go-to resource for product knowledge and service support, resolving issues promptly.

Skills

Communication

Time management

Tech aptitude

Professionalism

Availability

Active listening

Conflict resolution

Objection handling

Education

High school certificate

Tools

MS Office

Job description

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.

Service 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 vista points and allows every individual to bring value to the table in their unique way.

AU-VIC-Melbourne