First Contact Resolution Specialist — Hybrid Contract

Toyota Financial Services; Melbourne; Hybrid; AUD 60,000 - 70,000; Full time

Benefits offered by this job

Hybrid work model

Onsite onboarding

Job summary

Toyota is seeking a Customer Service Representative to join its First Contact Resolution Team in Melbourne. This is a 6-month contract with potential extension, with onboarding and training, starting onsite at Altona North before moving to a hybrid setup.

Working Monday to Friday 9:30am–5:30pm, you will be the first point of contact for Toyota customers, delivering exceptional service and building trust. You will manage enquiries and complaints with empathy, collaborating with dealerships and

Qualifications

• Experience in customer service or contact centres.
• Excellent verbal and written communication.
• Ability to handle challenging conversations with empathy.
• Attention to detail and prioritising in a fast-paced environment.
• Experience with Salesforce or CRM systems preferred.

Responsibilities

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

Skills

Customer service

Communication

CRM systems

Problem solving

Organisational skills

Tools

Salesforce

Job description

Toyota is seeking a Customer Service Representative to join its First Contact Resolution Team in Melbourne. This is a 6-month contract with potential extension, with onboarding and training, starting onsite at Altona North before moving to a hybrid setup.

Working Monday to Friday 9:30am–5:30pm, you will be the first point of contact for Toyota customers, delivering exceptional service and building trust. You will manage enquiries and complaints with empathy, collaborating with dealerships and