Customer Service Representative

Company Description

Drive is Nine's brand appealing to the automotive enthusiast. Working with our industry leaders you will help us achieve our vision, to shape the future of automotive in Australia by providing authoritative reviews, detailed comparisons, and innovative commerce solutions.

2025 is an exciting year to be part of the Drive Marketplace team. Drive Marketplace is on a sharp growth trajectory with a vision to become Australia's No.2 Automotive Marketplace in Australia.

The expanding Drive Marketplace team has an ambitious, forward-thinking and highly collaborative culture, with a shared passion for the automotive industry. As the on-the-ground human faces of the Drive brand within the National Drive Dealer Network, genuine partnerships and a healthy dose of hard work and fun sit at the core of the team's success to date.

Job Description

This exciting new position is crucial for enhancing customer and dealer experiences within our rapidly expanding Drive Marketplace, helping Australians discover the joy of finding and buying their next car. You'll be instrumental in ensuring timely interactions and proactively supporting dealers to meet their sales goals.

Day to day you will:

• Boost customer satisfaction and dealer retention by maintaining a high NPS score through exceptional service and follow-up.
• Deliver prompt first responses and effectively qualify leads, ensuring timely allocation to Drive dealer partners and managing follow-up surveys.
• Ensure data accuracy in all customer interactions and prepare timely dealer performance reports.
• Efficiently resolve issues by identifying and escalating problems, aiming to reduce repeat customer contacts.
• Stay informed on Drive Marketplace platform changes, product updates, and market trends to provide expert guidance to consumers and dealers.

Qualifications

What you'll bring:

• 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.

Additional Information

Nine is Australia's largest locally owned media company. Working at Nine, you'll have access to a unique range of experiences and opportunities, helping drive the success of the country's most trusted television, radio, digital and publishing brands.

Our content reaches almost every Australian - meaning what we do has real impact. We bring people together, celebrate the big moments, and capture the everyday ones.

Some of our most beloved brands have been part of Australian life for generations, and others - new on the scene - have already found their place firmly in our lives. We're evolving and we need people like you to bring new ideas, innovate and make your mark.

How we work

At Nine, our flexible work options vary by role and team. Depending on the position, this may include flexible hours, hybrid work, or part-time arrangements. We welcome discussing your flexibility needs during the hiring process - just ask the Talent Acquisition team.

More info at Nine Careers.

Our Commitment to Diversity and Inclusion:

We're committed to a safe, respectful and inclusive Nine. From day one, you'll be encouraged to bring your whole self to work and will be supported to perform at your best.

We encourage applications from Aboriginal and Torres Strait Islander people, people with disabilities, and of all ages, genders, nationalities, backgrounds and cultures as we recognise the importance and value of diverse perspectives. Should you require any adjustments to the recruitment process, please advise us when you apply.

Work rights: Please note to apply for this role you must already have the right to lawfully work and live in Australia.