Customer Service (Melbourne) Job in Laverton Recruiting by Cars24

CARS24 is a global used vehicle e-commerce platform. The company originates in India, where it is the largest player in used vehicles. Australia, along with Dubai, Saudi Arabia, Indonesia and Thailand are priority markets for 2022.

In Australia, our mission is to transform how Australians buy cars. Our plan is to win the consumer first. We want to transform how used cars are being bought here. Imagine a truly Amazon-like experience where you can search, buy, get financing, insurance, and warranty fully online. The car shows up at your doorstep to either love or return at no cost.

About the role:

Do you love cars? Love delighting customers? Join our founding team that will change the way cars are bought and sold in Australia!

As a Contact Centre Specialist your biggest job will be to delight and amaze our customers when responding to them as they research cars, buy them, or need after-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 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.

We are open to considering candidates from all over Australia for a remote opportunity!

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 demeanor - 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

Requirements:

• At least 2-3 years customer service experience in a contact centre or well-known retail environment, where you also engaged with customers over the phone, email, live-chat or any other channels in English speaking countries.
• 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 (8am - 8pm over 7 days a week AU hours)
• MUST BE AVAILABLE TO WORK ON A ROTATING ROSTER

Benefits:

• Competitive pay: full-time salary ABOVE market rates with AMAZING employee benefits!!
• Ground-up opportunity: build a big business from scratch and shape the strategic direction of the market, changing the way Australians buy cars
• Amazing people & network. You are not alone - we keep standards high for anyone who joins us here. Be a part of a fun, energetic team with a can-do attitude

At Cars24 we don't just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our customers and our community. We are proud to be an equal opportunity employer.