Customer Advocate (12-Month Contract)

About the role

iMotor, part of carsales, provides website solutions to automotive OEMs and dealers, as well as dealers in other industries such as caravans, bikes, boats, trucks and equipment. It is hiring a Customer Advocate for its Customer Support Team on a 12-month contract, based in Melbourne. You will be the first point of contact for all technical, website and support issues.

Key responsibilities

• Provide product and service information, answer questions and resolve customer problems accurately and efficiently by phone, email or the online helpdesk.
• Offer advice and recommendations from diagnosis through to resolution via the ticketing system.
• Collaborate with established dealership accounts to maintain and retain business relationships.
• Assist in maintaining brand content, including brand guidelines, special offers and vehicle data.
• Take ownership of support tickets from request to resolution, keeping customers informed of progress.
• Prioritise workload by urgency, customer impact and existing commitments, and keep clear case notes in Zendesk.
• Identify escalations and engage the right person or team.

Required profile

• Recent experience in a customer-facing role, with the ability to build relationships and follow a disciplined, process-oriented approach.
• Confident communicator who can explain technical issues to a non-technical audience.
• Able to multitask, prioritise and adapt quickly to change.
• Track record of meeting KPIs, working independently and taking accountability for quality and speed.
• Reliable, with excellent written and verbal communication skills and strong time management.

Required skills

• Computer literacy and data entry skills.
• Intermediate understanding of HTML5 and CSS3.
• Adobe Photoshop.

What we offer

• Flexible working, including part-time options.
• 24 weeks of paid parental leave for primary caregivers, four weeks for secondary caregivers, and paid family and fertility planning leave.
• Recognition as one of Australia's Best Workplaces, a family-friendly workplace and a WORK180-endorsed employer.

Candidates must complete a National Police Record check and hold full-time Australian working rights.