Customer Service Representative

About the role

As a Customer Service Representative at Carma, you’ll be the friendly voice guiding customers through buying or selling a car, ensuring a smooth, enjoyable experience across phone, email, chat and social media. You’ll collaborate closely with the Buying, Sales and Delivery teams to keep processes running like clockwork.

Key responsibilities

• Be the go‑to Carma contact for customers buying or selling a car via phone, email, chat and social media.
• Guide customers from booking inspections to handovers, ensuring a seamless experience.
• Build trust and rapport, anticipate questions and solve problems before they arise.
• Work hand‑in‑hand with the Buying, Sales and Delivery teams to manage schedules, confirmations and follow‑ups.
• Maintain accurate admin and CRM records with high attention to detail.
• Contribute ideas to improve processes, efficiency and overall customer experience.
• Take ownership of every interaction, always closing the loop and keeping the customer front of mind.

Required profile

• Background in customer service, ideally in a fast‑paced or high‑volume environment.
• Experience speaking with customers over phone and digital channels; retail or call‑centre experience is a plus.
• Tech‑savvy, curious and quick to pick up new systems such as Hubspot and other CRM platforms.
• Organised, detail‑oriented and able to juggle multiple priorities with ease.
• Natural empathy with a passion for finding solutions and making people feel heard.
• Knowledge of cars is a bonus, but passion and willingness to learn are essential.
• Team player, values‑led, bringing energy and positivity to the role.

Required skills

• Hubspot
• CRM platforms

What we offer

• Fast‑growing, collaborative crew where ideas make an impact.
• Open‑plan office with fresh coffee, snack stash and Friday rooftop drinks.
• Discounts on Carma cars, parts and NRMA cover.
• Culture that values collaboration, innovation and a good laugh.
• Commitment to diversity, inclusion and safe work practices.