Customer Experience Ambassador

3 weeks ago

Sydney, New South Wales, Australia Buscojobs Full time

1 day ago Be among the first 25 applicants

We're looking for a proactive and customer-focused Customer Experience Ambassador to join our team in Sydney. In this role, you'll be the friendly face of DIVVY Parking, ensuring our car parks are always running smoothly, professionally presented, and delivering an exceptional experience for both clients and parkers. From onsite visits and client meetings to managing presentation standards and supporting customer success, you'll play a key role in representing our brand and driving positive engagement across every touchpoint.

Reporting to the Head of Client Services, you will work in a team that consists of Client Success, Marketing and Customer Support. This role will encompass car parks all over Sydney, however there will be a requirement of bi-weekly visits to our key Parramatta properties.

Your creative, positive, can-do attitude will be the key to your success in this role. In this role you'll be the positive force behind our customer service, ongoing car park presentation and maintenance schedules, client success and onboarding and will be the first point of client phone calls in Sydney.

Primary purpose of the role

The purpose of the Customer Experience Ambassador is to ensure all representations of DIVVY Parking are positive and meet our brand standards. This includes the customer service our parkers experience whilst visiting a DIVVY car park, the cleanliness of our car parks, ensuring all our signage is correct and accurate, visiting Client's for monthly meetings and overall ensuring that every touch point for parkers and client's is a positive one. This role supports the customer engagement strategies aligned with marketing, sales, operations and other relevant departments.

Key Accountabilities

Visit DIVVY Parking car parks and run through the checklist of presentation and maintenance items
Play a leading role in the growth and management of our client's car parks in New South Wales
Monitor, analyse and report on the performance of our customer experience at DIVVY car parks via customer surveying, collecting client feedback and monitoring the flow of traffic at car parks
Attend client meetings in person, including monthly and quarterly update meetings
Partner with key internal business units to provide strategic communications and marketing advice and solutions to meet project objectives
Assist with the development of communication and marketing materials required at each car park to ensure information is always up to date and accurate
Meet external contractors on site to assist with briefs for signage and equipment maintenance
Monitor the performance of external contractors to ensure they're meeting the KPI's set by DIVVY Parking for car park presentation
Build and nurture relationships with Facilities Managers, Property Managers and tenants of buildings to assist with the onboarding and ongoing communications regarding DIVVY Parking's products and services
Work closely with the Client Success Representative's and attend training sessions and produce car park activity reports
Maintain a database of client contacts and other important client information
Taking manual handheld payments at car park boom gates when required
When required, stand at boom gates and collect data on entries and exits, how parkers are interacting with DIVVY Parking equipment, assist customers in learning how to use our systems and provide friendly and positive customer experiences for all parkers
Escalate technical issues to the Operations team in a timely manner
Providing customer feedback to the Client Services Manager to pass on to internal relevant departments
Ability to travel interstate if required
Current full Australian Driver's License
Flexibility of working hours to assist the business with sales functions such as car park counting, onboarding and the attendance of conferences and events
Good computer and literacy skills
Ability to identify and resolve operational issues
Knowledge of how to create a strong customer focus culture
Minimum 3 years' experience in a similar role of Client / Customer Success or Facilities management

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other

Industries

IT Services and IT Consulting

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