Senior Post-Delivery Support Specialist

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

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.