Customer Experience Consultant

3 days ago

Melbourne, Victoria, Australia Splend Full time
About us 
At Splend, we're on a mission to fundamentally change the way people own and operate a vehicle. With a strategic focus on Rideshare, we provide our customers straight forward, no strings attached access to vehicle ownership. 
But we aren't just about vehicle ownership; We are also fast-tracking the transition to green mobility, and we are leading the way globally in reducing the carbon footprint of the transportation sector by transitioning our fleet to electric vehicles.
About the role
The Customer and Fleet Coordinator at Splend is a face to face position that plays a crucial role in maintaining and enhancing customer relationships post-sale. This position is responsible for ensuring that all day-to-day hub operations related to customer management run smoothly. As the primary point of contact for customers after they have been onboarded, you will handle everything from vehicle exchanges and returns to managing fleet operations and responding to customer inquiries.
Your goal is to solve problems efficiently while aligning solutions with business objectives, ensuring a seamless and exceptional customer experience across all touchpoints. Responsibilities
  • Manage customer onboarding, returns, vehicle exchanges, and fleet management.
  • Proactively address and resolve customer issues, applying innovative problem-solving skills to create solutions that align with both customer needs and business goals.
  • Ensure that every customer interaction post-sale is handled with the utmost care and professionalism, aiming to provide a best-in-class customer experience that enhances loyalty and satisfaction.
  • Monitor and manage the hub's fleet of vehicles to ensure availability and readiness for customer needs, including coordination of maintenance and scheduling of vehicle exchanges.
  • Serve as the primary point of contact for existing customers, ensuring clear and effective communication across all channels.
  • Work closely with other team members to ensure a cohesive customer journey and collaborative work environment. 
What you'll bring
  • Ability to work across multiple functions within a retail or customer service environment.
  • Excellent problem solving abilities with a customer centric approach to resolving issues.
  • Proven track record in a customer service role, with a focus on delivering high quality customer experiences.
  • Strong organisational and communication skills, capable of managing customer expectations and coordinating effectively with other teams.
  • Ability to handle stressful situations with professionalism and a calm demeanour.
  • Thrives in a customer facing retail environment.
  • Empathy and interpersonal skills to understand and address customer needs effectively.
  • A full Australian Driver's License 
  • Comfortable commuting to our South Melbourne hub daily
  • Able to work weekends as required
What we offer
  • Performance based bonus  
  • Salary packaging with 15% employer contributions for Electric Vehicles   
  • A day off on your birthday  
  • Employee Assistance Program  
  • Dedicated Learning & Development platform   
Splend is a dynamic growth company with a shared vision for success. Our benefits are thoughtfully designed to attract individuals who thrive in an environment where they can contribute to and celebrate in the process of building a global brand with true impact.  
At Splend, we value diversity and inclusion and consider it as key to our success. We are dedicated to fostering a workplace where everyone is respected and supported. We celebrate differences in race, gender, age, sexual orientation, religion, and ability, seeking diverse perspectives to drive us forward.    When you apply, let us know if there are any reasonable adjustments we can make to accommodate you during the interview process. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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