Customer Success Specialist

Rubbertree; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Job summary

Majestic Textiles Ltd, trading as Rubbertree, is seeking a Customer Success & VoC Specialist in Braeside, VIC. This full-time role focuses on understanding and improving the customer experience across multiple channels and markets.

You will bridge customers with internal teams, turning feedback into actionable improvements, and helping sustain trust and loyalty through proactive communication and collaboration.

Qualifications

• Proven experience in customer service, customer success, or customer experience roles.

Responsibilities

• Act as a trusted point of contact for assigned customers across Fleet, Finance, Retail, Wholesale and E-commerce.
• Gather and translate customer feedback into actionable insights for internal teams.
• Partner with product, operations and sales to drive customer-centric improvements.
• Support the voice of the customer (VoC) program and ensure feedback informs business decisions.

Skills

Customer service

VoC analysis

Data interpretation

Communication

Organisational skills

Cross-functional collaboration

Job description

Majestic Textiles Ltd/Rubbertree is a leading provider of high-quality vehicle protection products and services in the Automotive Industry. We pride ourselves on delivering exceptional customer experiences and maintaining strong relationships with our clients. Our commitment to excellence and innovation has established us as a trusted partner in the industry. We foster a collaborative and dynamic workplace culture where our team members are empowered to make a difference and contribute to our continued success.

About the role

We are seeking a Customer Success & Voice of Customer (VoC) Specialist to join our customer service team at Majestic Textiles Ltd in Braeside, VIC. This is a full-time position that plays a critical role in understanding and improving our customer experience. This role bridges the gap between our customers and internal teams, ensuring that the voice of our customers directly influences our business decisions and service enhancements.

One pooled team, one consistent customer experience. The Customer Success & VoC Specialist is a relationship-led, customer-facing role covering Fleet, Finance, Retail, Wholesale, Big Box and Ecommerce.

As a Customer Success & VoC Specialist you are a trusted relationship partner, product guide, problem solver and customer advocate across our channels and markets. By combining genuine care with proactive communication and strong teamwork, you help turn everyday interactions into lasting customer confidence and loyalty. We share work, learn from one another and step in where customers need us most, while keeping clear ownership and the high standards customers expect.

What we're looking for

Proven experience in customer service, customer success, or customer experience roles, preferably within a call centre or service-oriented environment

Strong analytical skills with the ability to interpret data and extract meaningful insights from customer feedback. Organisation and ownership. You manage multiple customers, cases, dates and priorities while following through on commitments.

Excellent written and verbal communication skills. You communicate with confidence, warmth and clarity across phone, email and face-to-face.

Act as a trusted point of contact for assigned or named customers across Fleet, Finance, Retail, Wholesale, Big Box and E-commerce. Demonstrated ability to work collaboratively across multiple departments and influence change through data-driven recommendations

Customer-centric mindset with a genuine passion for understanding and improving customer experiences

Strong organisational skills and the ability to manage multiple tasks and priorities simultaneously. Adaptability and teamwork. You are comfortable in a pooled team, moving between priorities and building the breadth to back up colleagues.

Act as a product and parts guide for stores, dealers and wholesale customers, helping customers identify the right solutions.

Why MTL Group?

Be part of a business that designs and manufactures real products in New Zealand and Australia

Join a tight-knit team where your contribution is visible and valued

We are committed to supporting the wellbeing and development of our employees. We foster a supportive work environment where your contributions are valued and recognised.

Opportunity to grow within a multi-brand, multi-channel business