First-Contact Resolution Specialist (Hybrid)

Toyota Motor Corporation Australia Ltd.; Melbourne; Hybrid; AUD 42,000 - 60,000; Part time

Job summary

Toyota Motor Corporation Australia Ltd is hiring a Customer Service Representative to join the First Contact Resolution Team. The initial 6-month contract includes onboarding, with a shift to a hybrid work arrangement after training and onboarding, following 3 months onsite in Altona North.

You will support customers as the first point of contact, delivering timely, professional and caring assistance while resolving enquiries and complaints.

Qualifications

• Experience in customer service, contact centres, retail, hospitality or similar.
• Excellent verbal and written communication skills.
• Ability to navigate challenging conversations with confidence, professionalism and empathy.
• 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

Verbal communication

Written communication

Empathy

Attention to detail

Multitasking

Tools

Salesforce

Job description

Toyota Motor Corporation Australia Ltd is hiring a Customer Service Representative to join the First Contact Resolution Team. The initial 6-month contract includes onboarding, with a shift to a hybrid work arrangement after training and onboarding, following 3 months onsite in Altona North.

You will support customers as the first point of contact, delivering timely, professional and caring assistance while resolving enquiries and complaints.