Hybrid Customer Advocate & Tech Support

carsales; Melbourne; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

24 weeks parental leave

4 weeks secondary caregiver leave

Family & fertility planning leave

Flexible working (including part-time)

Circle Back Initiative

Engaged leadership and team

Job summary

iMotor, part of carsales, invites you to join its Customer Support Team as a Customer Advocate. You’ll be the first contact for technical, website and support issues, delivering accurate product information via phone, email, or helpdesk.

You’ll diagnose, advise, and resolve tickets, collaborate with dealership accounts, and maintain brand content, ensuring high-quality relationships and timely resolutions in a hybrid work setting.

Qualifications

• Recent experience in a customer facing role with ability to build relationships.
• Confident communicator able to explain technical issues to a non-technical audience.
• Able to multitask, prioritise workload and adapt quickly to change.
• Track record of meeting KPIs and working independently with accountability.
• Excellent written and verbal communication skills in a team environment.

Responsibilities

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

Skills

Customer facing

Excellent communication

Time management

KPIs driven

Independent worker

Attention to detail

Tools

Zendesk

HTML5

CSS3

Adobe Photoshop

Job description

iMotor, part of carsales, invites you to join its Customer Support Team as a Customer Advocate. You’ll be the first contact for technical, website and support issues, delivering accurate product information via phone, email, or helpdesk.

You’ll diagnose, advise, and resolve tickets, collaborate with dealership accounts, and maintain brand content, ensuring high-quality relationships and timely resolutions in a hybrid work setting.