About this role
What you’ll do
This is your opportunity to join iMotor’s Customer Support Team as a Customer Advocate. As part of this team, you will be responsible for being the first point of contact for all technical, website and support issues.
- Provide product/services information, answer questions, and resolve any emerging problems that our customers might face, with accuracy and efficiency, via phone, email or our online helpdesk.
- Offer advice and recommendations, from diagnosis through to resolution via our ticketing system.
- Collaborate and connect with established dealership accounts to maintain and retain business relationships.
- Assist in establishing and maintaining brand content including brand guidelines, special offers and vehicle data to ensure correct manufacture and dealership representation.
- Take ownership of support tickets from initial request through to resolution.
- Keep customers informed of progress, particularly where requests require investigation or assistance from another team.
- Prioritise workload appropriately based on urgency, customer impact and existing commitments.
- Maintain clear and accurate case notes and records within Zendesk.
- Identify when an issue requires escalation and engage the appropriate person or team.
What we are looking for
- Computer literacy and data entry skills, plus an intermediate understanding of HTML5 & CSS3 and Adobe Photoshop.
- Recent experience in a customer facing role with demonstrated ability to develop relationships and maintain a disciplined and process-oriented approach to daily tasks.
- A confident communicator able to understand technical issues and translate them to a non-technical audience.
- The ability to multitask, priorities workload and adapt quickly to change.
- Someone with a clear track record of meeting KPIs, capable of working independently, while driving self-accountability around the quality and speed of their work.
- Reliable and dependable person with outstanding written and verbal communication skills who would enjoy working within a team, to design and implement creative solutions to problems.
- Excellent time management skills and belief that details and accuracy matters.
A few other things we want you to know...
- As an equal opportunity employer, iMotor welcomes applications from individuals of all backgrounds, identities, abilities, and life experiences. We are committed to fostering a diverse and inclusive workplace where everyone feels valued and supported.
- If you have a disability or require adjustments to participate fully in the recruitment process, please let us know - we’re here to support you.
- We understand the importance of work-life balance and offer flexible working arrangements, including part-time options. If you’d like to explore this, just ask during the process.
- We’re also a proud Circle Back Initiative employer, which means we commit to responding to every applicant.
- Successful candidates joining the iMotor team will need to complete a National Police Record check and must have full-time Australian working rights.
So come and join our team - because every role is a big role in our plans to go big.