Customer Experience Resolution Specialist

3 weeks ago

Sydney, New South Wales, Australia Carma Full time

Transforming the car buying experience at Carma, we're shaking up the Australian automotive industry. As a digital pre-owned car dealership, our mission is to deliver hassle-free, seamless journeys for customers. Our diverse and collaborative team manages engineering, marketing, buying, and reconditioning in-house, driven by the best people.

We're looking for a go-to problem solver who will handle post-sale care, collaborate with internal teams, and create memorable experiences for customers when it matters most. If you excel at turning challenges into wins and shaping seamless solutions, this role is perfect for you.

Responsibilities:

  • Tackle all post-delivery customer escalations, from inquiries and feature concerns to returns and 7-day trial period issues.
  • Partner with the Mechanical and Production team to address warranty-related car concerns and ensure smooth resolutions.
  • Develop and define decision-making processes in post-sale care, balancing customer satisfaction with business impact.
  • Leverage your exceptional communication skills to manage dissatisfied customers, ensuring they become brand advocates and maintain our impressive NPS score and reviews.
  • Coordinate with the Delivery and Handover team to manage returns effectively.

About You:

  • You'll have a talent for creating personalized customer experiences, making every interaction feel unique, whether over the phone, email, or in person.
  • Top-notch communication skills allow you to explain complex issues in everyday language and express yourself confidently and eloquently.
  • A natural problem-solver who thrives on tackling challenges independently and finding creative solutions.
  • You'll bring a passion for cars that helps you triage customer questions, saving the mechanic's expertise for when it's truly needed.
  • Exceptional objection-handling skills turn any concern into a positive experience.
  • A valid NSW Driver's license is essential.

What's in it for You?

  • Enjoy our open-plan office space, complete with fresh coffee, choice of snacks, and Friday drinks to keep you energized.
  • We offer competitive remuneration, including discounts on our Carma cars, parts, and NRMA cover.

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