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Sales and Customer Service Associate

3 months ago

Sydney, Australia Splend Full time

**About us**

Splend was created to give people from all walks of life the ability to earn an income and own a vehicle by driving on the gig economy via a flexible, all-inclusive vehicle subscription. We’re looking for ambitious people, ready to join our journey and make a difference in people’s lives. We empower people to take charge of their own career and earning potential.

How about our impact on the planet? We’re fast-tracking our transition into green mobility, reducing our carbon footprint by transitioning to electric and hybrid cars. In fact, we’ve already transitioned over 30% of our global fleet to electric cars, making us an industry leader for this vitally important environmental change.

We take great pride in our teams, who are as diverse as our Customers. We’re an industry-leading company looking for ambitious leads who want to define the future - not just for on-demand driving, but for all of our members and each other.

**About the role**

The Customer Specialist role is responsible for delivering a best in a class customer service as well as creating unforgettable experiences when presenting our members with a brand new vehicle. Operationally, this role will be providing on the ground support for our members.

**Responsibilities & Duties**:

- Perform customer On boards, exchanges and Off boards in line with Splend’s operating procedures
- Manage appointments made by the central sales team and convert leads
- Explain Splend's Rental Agreement to new customers and answer any objections / questions with a deep understanding of the business and products
- Help to set the customer up to be successful on the platform (Uber/Ola etc)
- Enter relevant driver information into the CRM system ensuring all events and details of the customer are included
- Have a very high attention to detail
- Have a working knowledge of CRM and Payment systems - Responsible for billing integrity and customer data integrity
- Complaint and conflict resolution when required
- Conduct vehicle inspections and report on damage where required and have conversations where necessary with customers on paying for damage or unpaid amounts
- For customers who return vehicles to Splend: Final invoice prepared and issued on termination. Key focus on working cross functionally with our Debt Recovery teams
- Supporting City Lead with the day to day running of the Customer Support Center

**Required Skills**:

- Experience in customer facing roles preferred
- Maintaining focus on the Member’s every need and committed to providing excellent customer service
- Meticulous attention to detail
- Exceptional communication skills, both verbal, listening and written
- Knowledge of all fleet, GPS units and processes
- Ability to persuasively present products, understand customer needs, handle objections, close sale
- Co-operates and supports other team members and the Manager to achieve common goals.
- Open Australian Drivers license

**What’s in it for you? The benefits**:

- A competitive base salary
- Performance-based commission
- Birthday day off on us
- Opportunity to participate in the employee share program (equity)
- Employee Assistance Program
- Weekly order of office snacks (healthy options too, of course), regular team lunches and events