Hybrid Customer Advocate - Tech & Support

Carsales.com; Melbourne; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

24 weeks paid parental leave for prime

Flexible working arrangements

Circle Back Initiative employer

Job summary

iMotor, part of Carsales, is hiring a Customer Advocate for its Support Team in a hybrid setup. You’ll be the first point of contact for technical, website and support issues across dealerships and OEMs, delivering accurate, timely assistance via phone, email or the helpdesk.

You will diagnose problems, provide recommended solutions, maintain records in Zendesk, and collaborate with dealership accounts to sustain business relationships while meeting KPIs.

Qualifications

• Computer literacy and data entry skills, plus an intermediate understanding of HTML5 & CSS3 and Adobe Photoshop.
• Recent experience in a customer facing role with demonstrated ability to develop relationships and maintain a disciplined and process-oriented approach to daily tasks.
• A confident communicator able to understand technical issues and translate them to a non-technical audience.
• The ability to multitask, priorities workload and adapt quickly to change.
• Someone with a clear track record of meeting KPIs, capable of working independently, while driving self-accountability around the quality and speed of their work.
• Reliable and dependable person with outstanding written and verbal communication skills who would enjoy working within a team, to design and implement creative solutions to problems.
• Excellent time management skills and belief that details and accuracy matters.

Responsibilities

• Provide product/services information, answer questions, and resolve any emerging problems that our customers might face, with accuracy and efficiency, via phone, email or our online helpdesk.
• Offer advice and recommendations, from diagnosis through to resolution via our ticketing system.
• Collaborate and connect with established dealership accounts to maintain and retain business relationships.
• Assist in establishing and maintaining brand content including brand guidelines, special offers and vehicle data to ensure correct manufacture and dealership representation.
• Take ownership of support tickets from initial request through to resolution.
• Keep customers informed of progress, particularly where requests require investigation or assistance from another team.
• Prioritise workload appropriately based on urgency, customer impact and existing commitments.
• Maintain clear and accurate case notes and records within Zendesk.
• Identify when an issue requires escalation and engage the appropriate person or team.

Skills

HTML5

CSS3

Adobe Photoshop

Customer service

Communication

Zendesk

Tools

Zendesk

Job description

iMotor, part of Carsales, is hiring a Customer Advocate for its Support Team in a hybrid setup. You’ll be the first point of contact for technical, website and support issues across dealerships and OEMs, delivering accurate, timely assistance via phone, email or the helpdesk.

You will diagnose problems, provide recommended solutions, maintain records in Zendesk, and collaborate with dealership accounts to sustain business relationships while meeting KPIs.