Customer Experience Ambassador

We're looking for a proactive and customer-focused
Customer Experience Ambassador
to join our team in Sydney. In this role, you'll be the friendly face of DIVVY Parking, ensuring our car parks are always running smoothly, professionally presented, and delivering an exceptional experience for both clients and parkers. From onsite visits and client meetings to managing presentation standards and supporting customer success, you'll play a key role in representing our brand and driving positive engagement across every touchpoint.

Reporting to the Head of Client Services, you will work in a team that consists of Client Success, Marketing and Customer Support. This role will encompass car parks all over Sydney, however there will be a requirement of bi-weekly visits to our key Parramatta properties.

Your creative, positive, can-do attitude will be the key to your success in this role. In this role you'll be the positive force behind our customer service, ongoing car park presentation and maintenance schedules, client success and onboarding and will be the first point of client phone calls in Sydney.

Primary purpose of the role

The purpose of the Customer Experience Ambassador is to ensure all representations of DIVVY Parking are positive and meet our brand standards. This includes the customer service our parkers experience whilst visiting a DIVVY car park, the cleanliness of our car parks, ensuring all our signage is correct and accurate, visiting Client's for monthly meetings and overall ensuring that every touch point for parkers and client's is a positive one. This role supports the customer engagement strategies aligned with marketing, sales, operations and other relevant departments.

Key Accountabilities

·      Visit DIVVY Parking car parks and run through the checklist of presentation and maintenance items

·      Play a leading role in the growth and management of our client's car parks in New South Wales

·      Monitor, analyse and report on the performance of our customer experience at DIVVY car parks via customer surveying, collecting client feedback and monitoring the flow of traffic at car parks

·      Attend client meetings in person, including monthly and quarterly update meetings

·      Partner with key internal business units to provide strategic communications and marketing advice and solutions to meet project objectives

·      Assist with the development of communication and marketing materials required at each car park to ensure information is always up to date and accurate

·      Meet external contractors on site to assist with briefs for signage and equipment maintenance

·      Monitor the performance of external contractors to ensure they're meeting the KPI's set by DIVVY Parking for car park presentation

·      Build and nurture relationships with Facilities Managers, Property Managers and tenants of buildings to assist with the onboarding and ongoing communications regarding DIVVY Parking's products and services

·      Work closely with the Client Success Representative's and attend training sessions and produce car park activity reports

·      Maintain a database of client contacts and other important client information

·      Taking manual handheld payments at car park boom gates when required

·      When required, stand at boom gates and collect data on entries and exits, how parkers are interacting with DIVVY Parking equipment, assist customers in learning how to use our systems and provide friendly and positive customer experiences for all parkers

·      Escalate technical issues to the Operations team in a timely manner

·      Providing customer feedback to the Client Services Manager to pass on to internal relevant departments

Essential requirements:

·      Ability to travel interstate if required

·      Current full Australian Driver's License

·      Flexibility of working hours to assist the business with sales functions such as car park counting, onboarding and the attendance of conferences and events

·      Good computer and literacy skills

·      Ability to identify and resolve operational issues

·      Knowledge of how to create a strong customer focus culture

·      Minimum 3 years' experience in a similar role of Client/Customer Success or Facilities management