About this role
At Carma, we're more than just a car company—we're on a mission to shake up the Australian automotive industry! As a digital pre-owned car dealership, we're turning the car buying (and selling!) experience into a hassle-free, seamless journey that customers can truly enjoy. With our diverse and collaborative team managing everything from engineering to marketing and buying to reconditioning in-house, we're powered by the best people—and we'd love for you to come along for the ride! The keys have been handed over, but a customer's experience with Carma doesn't end at delivery. As Senior Customer Service Representative , you'll be the person customers can turn to when they have a question, need to return a car or something isn't right. You'll listen, give clear updates and work with the right teams to get each case moving. When the answer isn't the one a customer hoped for, you'll explain it honestly and help them understand what happens next. Be the first point of contact for customers with post-delivery questions, concerns or return requests. Own difficult conversations with care: listen, set clear expectations and keep customers updated as you work towards a resolution. Work with colleagues across Carma to resolve vehicle issues, coordinate returns and support customers through trial and warranty queries. Follow the right processes, keep accurate case records and help the team understand recurring issues and opportunities to improve.