• Customer Service hub located in Collingwood.
• Ability to perform rotating shift work including weekends.
• Salary circa $90k 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 annual bonus schemes, the salaries are attractive and there is onsite parking available at a subsidised fee plus access to private health insurance subsidy (single and family cover).

ABOUT THE ROLE

The Customer Experience Team Leader is responsible for leading a newly implemented Team of Customer Experience Representatives, with the ultimate goal to deliver 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 Team Leader will work a shift pattern over these hours.

KEY REQUIREMENTS

• Lead, mentor and inspire the team of Customer Experience Representatives, ensuring the delivery of exceptional customer service and achieve performance targets.
• Monitor team performance, provide regular feedback and implement strategies to address performance gaps and enhance productivity.
• 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 degree in business administration, marketing or related field preferred and/or minimum of 5 years of working experience in a customer service role and experience with leading a team. Preferably in the luxury automotive or luxury retail sector.
• Customer-focused mindset and a commitment to providing excellent customer experiences.
• Positive and professional attitude with strong attention to detail.
• Ability to lead, inspire, and provide growth opportunities for team members, including experience in training and coaching team members.
• 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.