Customer Experience

4 days ago

Melbourne, Victoria, Australia Drake International - Australia Full time $60,000 - $90,000 per year

Location:
Oakleigh, VIC -
office-based, onsite role
Employment Type:
3-month contract with potential to extend or transition to permanent

Working Hours:
8:30 AM - 4:30 PM (some flexibility available)

Eligibility:
Australia Permanent working visa

The Role

We are seeking a dedicated
Customer Experience (After Sales) Consultant
to join our Oakleigh office. This is a
fully office-based role
, ideal for someone who enjoys working in a collaborative team environment and engaging directly with stakeholders. You will be responsible for managing warranty claims, handling after-sales enquiries, and ensuring every customer receives a premium service experience.

Key Responsibilities

  • Register and process warranty claims, appliance changeovers, and spare part requests.
  • Troubleshoot customer issues and coordinate with service agents for both in-warranty and out-of-warranty support.
  • Handle customer enquiries via telephone and email with efficiency and courtesy.
  • Maintain accurate records in ERP systems (Pronto experience highly regarded).
  • Collaborate with service agents, account managers, and retail partners to resolve issues effectively.

What We're Looking For

  • Previous customer service experience (telephone/email support).
  • Strong troubleshooting, problem-solving, and multitasking skills.
  • ERP knowledge (Pronto desirable) and Microsoft Office proficiency.
  • Excellent attention to detail and organisational ability.
  • A team player who can also work independently in a fast-paced environment.
  • Passion for delivering outstanding customer service and willingness to go above and beyond.

Why Join Us

  • Enjoy working in a friendly, office-based environment with a supportive team.
  • Exposure to premium appliances and after-sales processes.
  • Career pathway with opportunity to move from contract to permanent.
  • Stable weekday hours (8:30-4:30) with some flexibility.
  • Play a key role in delivering a premium customer experience.

Our Commitment to Diversity and Inclusion

At Drake, we are committed to fostering diversity, inclusion, and equity. While our journey is ongoing, our shared goal is to create an environment where every individual is respected and valued. We are a community that recognises the strength of diversity.

Right to Work

The above position is open only to applicants who have a current right to work in Australia.
Applicants who do not have a current right to work In Australia will unfortunately not be considered and are respectfully asked not to apply.

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