• Customer Service hub located in Collingwood.
• Ability to perform rotating shift work including weekends | Part Time available.
• Salary circa $75k base plus super + bonuses | Previous automotive experience preferred.

Drake International has partnered with Porsche Cars Australia to not only build the new Customer Service team but steer a new group of local passionate customer service professionals through this next phase of their careers within the luxury automotive industry.

In addition to participating in quarterly bonus schemes, the salaries are attractive and there is onsite parking available at a subsidised fee.

ABOUT THE ROLE

The Customer Experience Representative is responsible for delivering a professional, prompt, and best-in-class service experience to customers across various communication channels.

This role supports customers over a broad range of areas including customer enquiries, complaint resolution, online connectivity, vehicle charging, technical warranty and service requests and breakdown and ADM (Accident Damage Management) support, along with new vehicle sales configuration support.

The Customer Relations Hub operating hours are Monday-Friday, 8am to 9pm and Saturday-Sunday, 11am to 6pm. The Customer Experience Representatives will work a shift pattern over these hours. Part Time is available fro Saturday - Monday or Tuesday - Friday.

KEY REQUIREMENTS

• Serve as the primary point of contact between customers, and the company.
• Handle customer interactions by processing and following up on customer requests and queries across different channels (including online chat, social media, inbound and outbound calls, and emails) in a timely and professional manner. Also, ensuring comprehensive satisfaction through proactive case management.
• Investigate complex cases or complaints submitted by customers with high attention to detail and provide tailored resolutions to the cases/complaints, while adhering to company policies and procedures, including working with various stakeholders and crafting replies.

EDUCATION | EXPERIENCE | SKILLS REQUIRED

• Bachelor's degree in business administration, marketing, communications or related field and/or a minimum of 2 years of working experience in a customer service role with a passion about delivering exceptional service. Preferably in the luxury automotive or luxury retail sector.
• Customer-centric mindset with a passion for delivering exceptional service and building customer relationships.
• Strong problem-solving abilities and the ability to think quickly and creatively to resolve customers issues.
• Ability to perform rotating shift work including weekend shifts.

[A full copy of the position description will be made available to short listed candidates.]

Our Commitment to Diversity & Inclusion

At Drake, we are committed to fostering diversity, inclusion, and equity. While our journey is ongoing, our shared goal is to create an environment where every individual is respected and valued. We are a community that recognises the strength of diversity.

Right to Work

The above position is open only to applicants who have a current right to work in Australia. Applicants who do not have a current right to work In Australia will unfortunately not be considered and are respectfully asked not to apply.