Customer Experience Team Lead

2 months ago

Granville, Australia Cars24 Full time

**About Cars24**

At Cars24, we don’t just embrace diversity—we celebrate and support it to create a stronger, more inclusive environment for our employees and customers.

CARS24 is a leading global e-commerce platform for used vehicles, with over US$1 billion in sales. Founded in India, where we are the largest player in the market—ten times the size of our nearest competitor—we have raised over US$400 million in funding and achieved a billion-dollar valuation. For 2024, our focus markets include Australia, Dubai, and Saudi Arabia.

Imagine an Amazon-like experience for cars, where you can search, purchase, secure financing, and schedule delivery—all online. Your car arrives at your doorstep, and you have the freedom to either love it or return it at no cost. Every vehicle undergoes a 300-point inspection and comes with a 3-month warranty. Because we own our cars, we stand behind their quality. Our top priority is to deliver an exceptional customer experience and make car buying a joyful and hassle-free process.

We are currently seeking a passionate and driven customer experience lead to join our team in Sydney. If you’re motivated to grow within an expanding international business and help us build our brand, we’d love to hear from you.

**About the role**

Are you passionate about creating exceptional customer experiences? Join our fast-growing team as we revolutionise how cars are bought and sold in Australia We’re looking for individuals who genuinely put the customer first.
- In this role, you will manage the entire post-sale and post-delivery experience, acting as the single point of contact for our customers. Your responsibilities will include handling documentation, finance clearances, registration, car handovers, and addressing any post-sale queries or issues.
- You’ll lead a small, dynamic team of two remote, customer-focused professionals who share your passion for delivering top-notch service. Together, you’ll ensure a seamless experience for every customer.
- You’ll manage customer feedback and reviews while working closely with key stakeholders to continuously enhance our service.

**Responsibilities**
- Be the face and voice of Cars24 for our customers, delivering an exceptional experience every time. With your warm attitude, outstanding communication skills, and professional demeanour, you’ll not only meet but exceed customer expectations—leaving them excited to share their Cars24 experience with others.
- Build strong trust with customers by being responsive, reliable, and proactive in resolving issues on the spot. No challenge is too big for you.
- Lead a small, motivated team of two (remote), who will support you in delivering top-tier service.
- Collaborate closely with the customer operations team to ensure every car is perfectly prepared for delivery and that all necessary paperwork is completed seamlessly, with mínimal hassle.
- You’ll also gain expertise in explaining car features to customers—don’t worry, we’ll provide all the training you need.
- As we grow, you’ll play a key role in shaping and refining customer-facing processes in this exciting new venture—we’re building the playbook together.
- Your success will be measured by one key factor: customer satisfaction.

**Requirements**:

- Exceptional communication skills.
- 3-4 years of customer service experience in a retail environment, where you consistently engaged with customers.
- A customer-first mindset—you take pride in being the customer's voice within the organisation, and nothing short of 100% satisfaction meets your standards.
- A collaborative team player, eager to break new ground and be part of a team that’s transforming the way cars are bought and sold in Australia.
- You understand the ups and downs of start-up life and are excited to join the journey, ready to take on tasks as needed.
- A self-starter who thrives in autonomy—you own your role, act with mínimal direction, and have the tenacity to help take us from start-up to scale-up.
- A creative problem-solver, unafraid to work beyond the usual expectations and processes, always seeking solutions that enhance the customer experience.

**Benefits**
- Competitive Salary
- Great Employee Benefits
- Career Progression
- Employee Assist Program Growth Opportunities: As a fast-growing business, we provide numerous opportunities for career advancement and personal development.

Exceptional Team & Network: You’ll be surrounded by amazing, like-minded people. We maintain high standards for everyone who joins our team, ensuring you’re part of a fun, energetic group with a "can-do" attitude.

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