Customer Service Representative - Luxury Vehicle Brand

About the role

Percepta, a joint venture with TTEC established in 2000, is hiring Customer Service Representatives in Sydney to support luxury brand vehicle owners with end-to-end service needs, such as booking a service or helping with a breakdown. The role focuses on listening to customer needs and concerns and documenting them in the case management system, with full training provided. It is not a high-volume inbound call center.

Key responsibilities

• Manage incoming and outgoing phone calls using typical contact center technology
• Communicate verbally and in writing with internal and external customers
• Prioritize concern resolution and customer satisfaction, and handle urgent matters while keeping productivity high
• Accurately input and retrieve information in the Customer Relationship Management (CRM) system
• Escalate cases for assistance when needed so customers get back on the road quickly

Required profile

• High School Certificate
• At least 1 year of work experience in a customer service role
• Above-average verbal and written communication, detailed listening and strong customer service and relationship-building skills
• Time management and ability to prioritize projects and customer needs

Required skills

• Typing speed of at least 30 wpm
• Knowledge of MS Office, email, SMS and chat

What we offer

• Monday to Friday role with no weekend work
• Free onsite parking
• Walking distance to Mascot train station
• Tuition reimbursement
• Employee Assistance Program