Customer Experience Specialist
vor 1 Woche
Do you want to develop world‑class skills, build a brilliant career, and thrive within a highly supportive team? Join Inchcape Australia, part of Inchcape's global network. You'll play a key part in growing a global business that's transforming our industry, working with the world's leading automotive brands, and delivering great experiences for our customers. Deliver a positive customer experience by being approachable, knowledgeable, and solution‑focused, working collaboratively across departments to meet customer needs while achieving positive outcomes for both the customer and the business What you'll do Deliver exceptional customer service by handling inbound and outbound calls professionally, maintaining up‑to‑date product knowledge, and accurately entering customer and booking information into ERA Net. Ensure quality and compliance by adhering to Inchcape’s policies, procedures, and legal standards, including the Trade Practices Act and Privacy Act. Support continuous improvement by providing timely feedback to Team Leaders on performance and customer issues, and actively participating in team meetings. Promote collaboration and communication by fostering strong relationships across the business and encouraging open dialogue with internal stakeholders. Contribute to commercial success by understanding business goals, monitoring market trends, and supporting the achievement of sales and service targets. Meet performance metrics by achieving KPIs such as call quality, NPS, call volumes, booking conversions, and lead allocation timeframes. About you Proven experience in face‑to‑face and phone‑based customer service, with strong conflict resolution skills and a professional telephone manner. Previous experience in a similar role is essential; experience in the automotive industry and case management is highly desirable. Proficient in Microsoft Office (Word, Excel, PowerPoint) and internal systems such as Salesforce, SAP, and PureCloud; strong written communication and letter‑writing skills. Ideally a full NSW driver’s licence; sound understanding of Australian Consumer Law and commitment to compliance standards. Worried that you don't meet all the criteria exactly? We encourage you to apply Your skills and perspectives may be the perfect fit for this role or another opportunity within our business. Opportunity for everyone Inchcape is committed to creating an inclusive and diverse workplace where the power of our differences can be embraced and everyone feels they can belong, be themselves and succeed. Click here to learn more about our commitment to Inclusion and Diversity. About us Inchcape is the leading global automotive distributor operating in 38 markets. We partner with some of the biggest brands in the business to sustainably power better mobility today and in the future. Our diverse global team of over 16,000 talented colleagues foster an inclusive and collaborative culture, delivering a brilliant experience for our customers and partners. We're a dynamic and fast-growing business, driving the transformation of our industry and redefining tomorrow. Find out more visit Inchcape Australasia employs over 1,200 team members across Australia and New Zealand. Our portfolio includes vehicle distribution for world-renowned brands, market‑leading fulfilment solutions, exceptional retail experiences, and tailored financial services. Learn more about Inchcape Australasia here. #J-18808-Ljbffr
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