It Support & Engagement Specialist — Sydney Hybrid

Uniting; Sydney; In loco; AUD 65.000 - 90.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive remuneration

Career development opportunities

Inclusive and sustainable work culture

Health & Well-being initiatives

Descrizione del lavoro

Polestar Australia is seeking a Customer Engagement Advisor to deliver a luxury service experience across phone, email, live chat and social media. You will guide customers through the buying journey and post-purchase touchpoints with professional CRM logging and cross-team collaboration.

Ideal candidates have automotive experience, excellent communication, and a passion for EV technology, with familiarity in Salesforce and Genesys systems.

Competenze

• Previous experience in Automotive OEM or luxury automotive retail is advantageous.
• Excellent verbal communication and writing skills.
• Experience with phone, email case management and admin tasks.
• Experience with live chat, social media, and MS Office.
• Interest in EVs and technology; familiarity with Salesforce CRM and Genesys is a plus.

Mansioni

• Manage inbound/outbound interactions across phone, email, chat and social media with first-contact resolution.
• Assist customers through the buying process via online portals and maintain professional relationships.
• Log all interactions in the CRM and follow company procedures; provide timely feedback to management.
• Address and escalate complaints as needed and stay aligned with product knowledge and policies.
• Collaborate with internal teams to optimise the overall customer experience.

Conoscenze

Automotive industry experience

Verbal communication

Written communication

Phone & email support

Live chat

CRM Salesforce

Genesys

Social media management

Microsoft Office

EV technology understanding

Strumenti

Salesforce CRM

Genesys phone system

Descrizione del lavoro

Job Description

Our client, Polestar Australia, is continuing to re-model the Australian automotive landscape. This revolutionary luxury automotive brand is seeking a Customer Engagement Advisor to complement their Customer Service team.

Focusing on delivering exceptional customer service across multiple communication channels, including phone, email, live chat, and social media, to customers and internal/external service partners. As a Customer Engagement Advisor, you will be instrumental in creating and preserving a seamless, luxury experience at every customer touchpoint.

This position is intended to transition to permanent full-time employment after an initial six-month period subject to satisfactory performance.

The suitable candidate will be responsible for:

• Manage inbound and outbound customer interactions across phone, email, chat, and social media, ensuring first-contact resolution and adherence to processes
• Build and maintain positive, professional relationships with customers while assisting them through the buying process via online portals
• Respond efficiently to social media interactions in line with company protocols and accurately log all customer interactions in the CRM system, ensuring compliance with internal procedures.
• Address and escaly complaints as needed, providing timely feedback to management
• Stay updated on product knowledge and policies through workshops, training, and briefings
• Collaborate with internal teams to optimize the overall customer experience

Qualifications & Experience:

• Previous experience in Automotive OEM, luxury automotive retail or sales environment is advantageous
• Excellent verbal communication and writing skills
• Experience in handling phone calls, email case management and strong administrative skills
• Experience with live chat case handling, well developed technical skills, social media proficiency, and intermediate Microsoft Office abilities
• Understanding and passion for Electric Vehicles (EV) and technology, familiarity with Salesforce CRM and Genesys phone systems are all highly advantageous attributes

What do we offer?

• Competitive remuneration
• Structured learning & career development opportunities
• A dynamic, inclusive and sustainable working environment
• Health & Well-being initiatives