Customer Service Executive

Job Title: Customer Experience (CX) Executive

Location:

What youll drive

• Deliver a

  seamless end-to-end customer experience

  across the vehicle buying and selling journey
• Act as the

  primary point of contact

  for customers via phone, email, chat, and CRM platforms
• Proactively resolve customer issues related to inspections, payments, logistics, documentation, and timelines
  
• Own customer cases from first contact to resolution, ensuring

  speed, clarity, and accountability

• Collaborate closely with Operations, Sales, Finance, and Tech teams to close customer gaps
  
• Drive

  customer satisfaction (CSAT/NPS)

  by identifying friction points and recommending process improvements
• Handle escalations with maturity and empathy while protecting brand trust
  
• Maintain accurate case notes, follow-ups, and data hygiene in CRM systems
  
• Educate customers on processes, timelines, and next steps to set the right expectations
  

What we’re looking for

• 1–4 years of experience in

  Customer Experience, Customer Support, Operations, or Service roles

• Strong verbal and written communication skills (English – AU customer-facing standard)
  
• High empathy with a

  problem-solving and ownership mindset

• Comfortable handling high-volume interactions and ambiguous situations
  
• Ability to work with SLAs, TATs, CSAT, and resolution metrics
  
• Tech-savvy with experience using CRM tools (Zendesk, Freshdesk, Salesforce, or similar)
  
• Strong coordination skills across multiple internal teams
  
• Ability to stay calm, structured, and customer-first under pressure
  

Good to have

• Experience in

  automotive, marketplace, fintech, or logistics-driven businesses

• Exposure to Australian customers or international customer support
  
• Understanding of compliance, documentation, or payments-related workflows
  

Why CARS24

• High-growth, fast-paced environment with real ownership
  
• Opportunity to shape customer journeys at scale
  
• Strong learning curve across CX, Ops, and business processes