Contact Centre Specialist

As a Contact Centre Customer Service your biggest job will be to delight and amaze our customers when you are responding to them, as they research cars, buy them, or need pre-sales and post-sales support. You will be supported by an enthusiastic, energetic team of people who are also customer-first, and you will receive all the necessary training you need to succeed in this role. We are looking for people with a genuine passion for customer service and sales first and foremost - coupled with a positive outlook, and proactive can-do attitude. You will need a great phone manner and excellent email, chat and social media skills. This role will require weekend and after hours work based on a rotating roster.

Responsibilities:

• Be the face and voice of Cars24 to our customers when speaking with them
• Go above and beyond to delight and amaze our customers, with a warm attitude, exceptional communication skills and a highly professional demeanour - so much so that they would want to tell their friends all about their experience with Cars24
• Be able to build trust with your customers by being responsive, reliable and communicative, and proactively help resolve customer issues on the spot - no problem is too hard for you
• Liaise closely with the customer operations team to ensure the right car is prepared for delivery
• Liaise closely with the customer operations team and ensure all paperwork required to complete the sale is completed smoothly, with minimal hassle
• Be willing to learn about the different buy/sell processes in every state
• Be willing to learn how to explain various car features to customers; we will provide training to guide you
• Help shape and support the development of customer-facing processes in our new business - we re writing the playbook as we go
• Customer satisfaction metrics will be your performance indicator

What you should have:

• At least 2-3 years customer service and sales experience in a contact centre or well-known retail environment, where you also have engaged with customers over the phone, social media, email, live-chat or any other channels.
• A customer champion outlook - you take seriously the role of being the voice of the customer within the organisation and nothing less than 100% satisfaction is good enough for you.
• You re a solid team player who is revving to do something different and be a part of a team that will change how cars are bought and sold in Australia
• You re aware of the highs and lows of start-up life, and are willing to be part of our journey and take on tasks that we might need your help with
• Self-starter, autonomous - you proactively own your space and can act with minimal instruction. The tenacity and commitment to take us from start-up to scale-up.
• A creative problem-solver, able to work outside of expectations and processes across the organisation to generate solutions for our customers.
• Car knowledge (nice to have) - you know the ins and outs of most makes and models and can confidently answer any questions about it
• You are flexible and are willing to work after hours and weekends, based on a rotating roster (6:30am - 3:30pm over 7 days a week).