Customer Success Advocate

carsales.com.au; Melbourne; Hybride; AUD 60 000 - 80 000; Plein temps

Avantages offerts par ce poste

24 weeks parental leave

4 weeks secondary caregiver leave

Family & fertility planning leave

Résumé du poste

iMotor, part of carsales, is looking for a Customer Advocate to join our Support team. You’ll be the first point of contact for technical, website, and support issues, providing accurate information and rapid resolutions via phone, email, or our helpdesk.

You’ll build relationships with dealerships and maintain brand content. You’ll own tickets from start to finish, keep customers updated, and collaborate across teams.

Qualifications

• Recent experience in a customer facing role with ability to develop relationships and maintain a disciplined and process-oriented approach to daily tasks.
• Confident communicator who can translate technical issues to a non-technical audience.
• Ability to multitask, prioritise workload and adapt quickly to change.
• Proven track record of meeting KPIs, capable of working independently while driving accountability.

Responsabilités

• Provide product/services information, answer questions, and resolve issues via phone, email or online helpdesk.
• Offer advice and recommendations from diagnosis through to resolution.
• Collaborate with dealership accounts to maintain and retain business relationships.
• Assist in establishing and maintaining brand content including guidelines, offers and vehicle data.
• Take ownership of support tickets from request to resolution.
• Keep customers informed of progress and escalate when needed.
• Prioritise workload based on urgency and impact.
• Maintain clear case notes in Zendesk.
• Identify when escalation is required and engage the appropriate team.

Connaissances

HTML5

CSS3

Adobe Photoshop

Customer facing

Communication

Time management

KPI-oriented

Outils

Zendesk

Description du poste

iMotor, part of carsales, is looking for a Customer Advocate to join our Support team. You’ll be the first point of contact for technical, website, and support issues, providing accurate information and rapid resolutions via phone, email, or our helpdesk.

You’ll build relationships with dealerships and maintain brand content. You’ll own tickets from start to finish, keep customers updated, and collaborate across teams.