First Contact Resolution Specialist (Hybrid)

Toyota; Melbourne; Hybrid; AUD 45,000 - 60,000; Full time

Job summary

Toyota Motor Corporation Australia is seeking a Customer Service Representative to join the First Contact Resolution Team. This 6-month contract role offers a flexible hybrid work arrangement following onboarding and training, with onsite work in Altona North during the initial 3 months.

You will handle enquiries across phone, email and written correspondence, resolve matters at first contact where possible, and collaborate with dealerships and internal teams to deliver timely, professional

Qualifications

• Experience in customer service, contact centres, retail, hospitality or a similar customer-facing role.
• Excellent verbal and written communication skills.
• Ability to navigate challenging conversations with confidence, professionalism and empathy.
• Exceptional attention to detail and organisational skills.
• Ability to manage competing priorities in a fast-paced environment.
• Experience with Salesforce or other CRM systems (desirable).

Responsibilities

• Deliver exceptional customer service by managing enquiries and complaints across phone, email and written correspondence.
• Resolve customer matters at first contact wherever possible, using strong problem-solving skills and sound judgement.
• Collaborate with dealerships, internal stakeholders and the Case Management Team to achieve timely and positive customer outcomes.
• Maintain accurate customer records and case information in Salesforce while ensuring compliance with Toyota policies, procedures and relevant consumer requirements.

Skills

Communication

Customer service

Problem-solving

Attention to detail

Time management

Empathy

Tools

Salesforce

Job description

Toyota Motor Corporation Australia is seeking a Customer Service Representative to join the First Contact Resolution Team. This 6-month contract role offers a flexible hybrid work arrangement following onboarding and training, with onsite work in Altona North during the initial 3 months.

You will handle enquiries across phone, email and written correspondence, resolve matters at first contact where possible, and collaborate with dealerships and internal teams to deliver timely, professional