Customer Loyalty & Retention Specialist

Nissa; Melbourne; Hybrid; AUD 65,000 - 85,000; Full time

Job summary

Nissan Financial Services is seeking two Customer Loyalty Officers for fixed-term assignments in Mulgrave (Hybrid). You will engage with existing customers nearing finance maturity, explain options, and drive retention through refinancing and variations.

The role emphasizes proactive conversations, dealer collaboration, and building trusted customer relationships to support future finance opportunities. Ideal candidates will have strong customer service experience, the ability to meet targets

Qualifications

• Experience in a direct selling environment is highly regarded, customer service environment is required
• Confidence working towards targets while maintaining a strong customer experience
• The ability to quickly build rapport, ask the right questions and understand what a customer actually needs
• Strong communication skills across both phone and digital channels

Responsibilities

• Build lasting relationships through proactive inbound and outbound customer conversations
• Guide customers through their next move by explaining available options as their finance contract approaches maturity
• Create retention opportunities through refinancing, variations and relevant finance solutions
• Connect customers with our dealer network when they’re ready to explore their next vehicle
• Support Nissan Future Value customers and work closely with dealers to create a smooth end-of-term experience
• Generate quality leads and make sure customers and dealers have clear information, expectations and next steps
• Support new finance applications where appropriate
• Make every interaction count by creating an experience that is easy, positive and genuinely helpful

Skills

Direct selling experience

Customer service experience

Target-driven

Rapport-building

Communication skills (phone & digital)

Systems navigation

Judgement & discretion

Proactive & accountable

Curiosity & willingness to learn

Job description

Nissan Financial Services is seeking two Customer Loyalty Officers for fixed-term assignments in Mulgrave (Hybrid). You will engage with existing customers nearing finance maturity, explain options, and drive retention through refinancing and variations.

The role emphasizes proactive conversations, dealer collaboration, and building trusted customer relationships to support future finance opportunities. Ideal candidates will have strong customer service experience, the ability to meet targets