Careers: Resolve Customer Complaints

4 days ago

Sydney, New South Wales, Australia beBeeCustomerSupport Full time $60,000 - $80,000

Drive is seeking a skilled Complaints Resolution Specialist to play a crucial role in enhancing customer and dealer experiences within our rapidly expanding marketplace.

As a key member of our team, you will be instrumental in ensuring timely interactions and proactively supporting dealers to meet their sales goals.

Key responsibilities include:

  • Boosting customer satisfaction and dealer retention by maintaining a high Net Promoter Score through exceptional service and follow-up.
  • Delivering prompt first responses and effectively qualifying leads, ensuring timely allocation to Drive partners and managing follow-up surveys.
  • Ensuring data accuracy in all customer interactions and preparing timely dealer performance reports.
  • Efficiently resolving issues by identifying and escalating problems, aiming to reduce repeat customer contacts.
  • Staying informed on Drive marketplace changes, product updates, and market trends to provide expert guidance to consumers and dealers.

To succeed in this role, you will require:

  • 1-2 years of customer service/success experience, ideally in digital advertising, e-commerce, or automotive.
  • Strong communication skills with a customer-first approach.
  • Proficiency in CRM platforms like Salesforce.
  • A knack for data analysis to support client goals.
  • Excellent organisational skills and the ability to multitask effectively.
  • Comfort working independently and collaboratively with various teams.

At Drive, we are committed to a safe, respectful and inclusive work environment. We encourage applications from diverse backgrounds and cultures.

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