Customer Service Officer

1 day ago

Richmond, Victoria, Australia Dutton Automotive Full time $60,000 - $80,000 per year

Company Description
Established in 1911, Dutton Automotive is the largest retailer and wholesaler of pre-owned luxury, exotic, prestige, family and commercial vehicles in Australia, focused on reliable and customer-centric automotive services.

Dutton Automotive was recently acquired by Japanese conglomerate Sojitz Corporation. Sojitz employs over 20,000 people and operates in 87 countries across the globe. Dutton Automotive is a Co-Major Partner of Essendon Football Club.

A.O. Dutton opened his first garage on Burnley Street, Richmond. Driven by an obsessive focus on customer experience, today, Dutton Automotive operates from 24 dealerships throughout Australia. We currently have over 300+ staff nationally.

Job Description
This role sits within a procurement company Australian Insurance Replacements; this team of customer service experts directly partner with major insurance providers to source like-for-like replacement vehicles for customers when their cars are written off.

The Customer Service Officer is responsible for managing the end-to-end vehicle replacement process, from initial enquiry through to vehicle delivery, ensuring a smooth and professional experience for all parties involved.

Key Responsibilities Include

  • Respond to incoming customer and insurer enquiries via phone and email, providing clear, timely assistance throughout the claims process.
  • Manage insurance replacement claims on behalf of insurance providers, ensuring accuracy and efficiency.
  • Monitor and manage a shared email inbox, responding to inbound queries from customers, insurers, and dealerships.
  • Liaise with dealerships nationwide to source suitable vehicles and negotiate competitive pricing.
  • Assess and recommend appropriate like-for-like replacement vehicles, working closely with customers and insurers to meet policy requirements.
  • Maintain accurate and up-to-date records of claim progress in internal systems.
  • Serve as a key point of contact between insurance providers, customers, and dealerships.
  • Act as a customer advocate, ensuring the claims process is smooth and stress-free.

Qualifications
This role is ideal for someone looking to build their career in customer service, procurement, or insurance. We are open to a variety of backgrounds, what matters most is your enthusiasm and willingness to learn.

We would love to hear from you if you have:

  • Experience in customer service, administration, insurance, retail, or hospitality (or similar fast-paced roles).
  • Clear and confident communication skills.
  • Comfort using email systems, CRMs, or other digital tools.
  • Empathy, patience, and professionalism when supporting customers.
  • Strong organisation skills and a proactive mindset.

Additional Information

What We Offer

  • A 'paid day of Leave' to celebrate your Birthday.
  • Access to Employee Novated Lease Program.
  • Access to a fully funded EAP Program to support you and your family.
  • Unlock discounts with PitStop and get exclusive deals on shopping and gift cards.
  • Be part of a supportive, growing team backed by a global brand.

At Dutton Automotive, we value our customers and our employees. Our values are built on prioritising our customer needs, valuing our employee's flexibility to change, and fostering creativity and initiative. If you share our values and have the skills and experience, we are looking for, we encourage you to apply for this exciting opportunity.

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