Customer Operations Representative

Toyota Finance Australia; Victoria; Hybrid; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Hybrid working arrangements

Car leasing discounts

Vehicle purchase programmes

Professional development

Study leave

Private health insurance

Employee Assistance Program

Job summary

Toyota Finance Australia is seeking a Customer Operations Representative for our Scoresby, VIC location. The role is permanent, full-time with hybrid work arrangements and a 8am-7pm contact centre window.

You will handle high-volume calls and emails, providing solutions on car finance and insurance while maintaining high service standards. You'll participate in a structured onboarding, ongoing coaching, and potential upskilling into insurance or retention tasks after 6 months.

Qualifications

• Strong customer-service mindset and ability to handle calls and emails professionally.
• Experience in fast-paced or KPI-driven environments is advantageous.
• Proficient in Microsoft Office applications and using multiple systems concurrently.

Responsibilities

• Handle up to 50–60 calls/emails per day with focus on metrics such as average handling time and call quality.
• Engage with customers to provide solutions to car loan and insurance queries.
• Assist customers in meeting vehicle finance needs.
• Provide excellent customer service at all times.
• Contribute to the business by suggesting improvements and owning results.

Skills

Customer service

Communication

Active listening

Problem solving

Organisational skills

Teamwork

MS Office

CRM systems

Multi-system navigation

KPI driven

Tools

CRM systems

Microsoft Office

Job description

About the Role

Start date: 31/08/2026. Location: Scoresby, VIC. Employment type: Permanent, Full‑Time. Work arrangement: Hybrid. As a Toyota Finance Australia Customer Operations Representative, you will service the needs of our customers across a variety of brands at our Caribbean Park office in Scoresby. The contact centre operates Monday to Friday from 8:30am to 7pm. Availability during these hours is required.

What Your Journey Will Look Like

As part of your application you will complete an assessment to evaluate your skills before day one, followed by realistic role simulations. Once hired you will start with a 2‑week classroom period covering products, processes and systems, then a week transitioning to your team in a mentoring hub, followed by 4–6 weeks of coaching and support. At the 6‑month mark you may be upskilled into insurance or retention activities with a salary increase. After a minimum of 12 months, we can help you build a development plan for other roles within Toyota Finance.

What You’ll Be Doing

You will take up to 50–60 calls/emails per day and achieve key metrics including average handling time, quality assurance, roster adherence and post‑call customer surveys. You will:

• Engage with customers to provide solutions to their car loan & insurance queries
• Assist customers in meeting their vehicle finance needs
• Provide excellent customer service at all times
• Contribute to the success of our business through making recommendations for improvement and taking ownership of your own results
• Meet the high standards expected within our culture and customer expectations such as call handling times and call quality

What We’re Looking For

We value diverse experiences and backgrounds. You should bring:

• Strong customer‑service experience with a customer‑first mindset
• The ability to confidently manage challenging customer conversations in a professional manner
• Excellent verbal and written communication skills
• Strong active listening, rapport‑building and problem‑solving abilities
• Experience working in a fast‑paced or KPI‑driven environment
• Confidence using Microsoft Office applications and multiple systems simultaneously
• Strong organisational skills and attention to detail
• The ability to work both independently and as part of a team
• A positive attitude and willingness to learn, adapt and continuously develop
• Previous contact centre experience is advantageous; however, we also welcome candidates from customer‑focused environments such as retail, hospitality, banking and financial services, administration, insurance, customer service and support roles

What's In It For You (Benefits)

• Hybrid working arrangements
• 26 weeks paid primary carer’s leave and 8 weeks paid secondary carer’s leave
• Discounted novated‑style vehicle leasing with the opportunity to drive a new Toyota every 11 months
• Discounted vehicle purchase programmes for you and your family
• Professional development programmes, study assistance and paid study leave
• Access to Australian Institute of Management courses
• Internal mobility, secondments and job rotation opportunities
• Discounted private health insurance
• Employee Assistance Programme and mental health support services for you and your family
• Annual salary reviews and performance‑based reward opportunities
• State‑based social clubs and employee events
• Flexible “dress for your day” approach
• Modern office facilities, collaborative workspaces, premium coffee options, recreational areas and wellbeing spaces

Equal Opportunity Employer

Toyota is an endorsed employer for all women. Please review the Work180 website for further information.