Senior Customer Service Representative

Carma; Sydney; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Carma car discounts

NRMA cover

Coffee & snacks at the office

Job summary

Carma is seeking a Senior Customer Service Representative to join our Sydney team within the Customer Experience department. You’ll be the first line of contact for post-delivery questions, returns and warranty queries, working with internal teams to move cases toward a fair resolution.

You’ll build trust with customers through clear updates, honest explanations and proactive issue handling, while coordinating with colleagues across Carma to improve outcomes and the overall service experience.

Qualifications

• Experience in customer experience roles across phone, email, text and face-to-face.
• Clear communication and the confidence to handle difficult conversations with care.
• Ability to investigate and solve problems independently with strong relationships with internal and external stakeholders.
• Strong organisation and attention to detail when tracking cases and following processes.

Responsibilities

• Be the first point of contact for customers with post-delivery questions, concerns or return requests.
• Own difficult conversations with care: listen, set clear expectations and keep customers updated toward a resolution.
• Work with colleagues across Carma to resolve vehicle issues, coordinate returns and support customers through warranty queries.
• Follow the right processes, keep accurate case records and help the team understand recurring issues and opportunities to improve.

Skills

Customer service

Communication

Problem-solving

Stakeholder management

Attention to detail

Job description

Senior Customer Service Representative

Department: Customer Experience

Employment Type: Fixed Term - Full Time

Location: Sydney

Reporting To: James Solomon

Description

At Carma, we're more than just a car company—we're on a mission to shake up the Australian automotive industry! As a digital pre-owned car dealership, we're turning the car buying (and selling!) experience into a hassle-free, seamless journey that customers can truly enjoy. With our diverse and collaborative team managing everything from engineering to marketing and buying to reconditioning in-house, we're powered by the best people—and we'd love for you to come along for the ride!

The keys have been handed over, but a customer's experience with Carma doesn't end at delivery. As Senior Customer Service Representative, you'll be the person customers can turn to when they have a question, need to return a car or something isn't right. You'll listen, give clear updates and work with the right teams to get each case moving. When the answer isn't the one a customer hoped for, you'll explain it honestly and help them understand what happens next.

What you'll be doing:

• Be the first point of contact for customers with post-delivery questions, concerns or return requests.
• Own difficult conversations with care: listen, set clear expectations and keep customers updated as you work towards a resolution.
• Work with colleagues across Carma to resolve vehicle issues, coordinate returns and support customers through trial and warranty queries.
• Follow the right processes, keep accurate case records and help the team understand recurring issues and opportunities to improve.

Okay, let’s talk about you:

• Experience in customer experience roles across phone, email, text and face-to-face
• Clear communication and the confidence to handle difficult conversations with care.
• The initiative to investigate and solve problems independently, alongside strong relationships with internal and external stakeholders.
• Strong organisation and attention to detail when tracking cases and following processes.

What's in it for you?

• Join one of Australia's fastest-growing automotive businesses and play a key role in building the teams behind our growth.
• Our open-plan office comes fuelled with fresh coffee, a snack stash for any craving, and Friday rooftop drinks to keep your energy in the fast lane!
• Sweet perks because, well, we're a car business—enjoy discounts on Carma cars, parts, and NRMA cover to rev up your ride!

At Carma, we're all about fostering an amazing culture where you can bring your best self to work. We value collaboration, innovation and having a laugh along the way. We're committed to diversity, inclusion and safe work practices, so no matter your background or experience (or car brand of choice!), we'd love to hear from you. Please let us know if you require any reasonable adjustments throughout the interview process.