Customer Experience Specialist - Online Sales

Join our dynamic online sales team as an Online Customer Experience Specialist, where you'll play a pivotal role in providing an exceptional customer experience.

About Us
 

At Trivett Automotive Retail, we prioritize exceptional customer service and strive to be the most customer-centric automotive retailer. If you're passionate about sales, retail, or the automotive industry and eager to grow in a dynamic environment, we want you on our team! Joining Trivett means becoming part of Inchcape, a global company with over 1,400 employees across Australia and New Zealand, united by a mission to bring mobility to the world's communities for today and the future.

Explore more about Inchcape at www.inchcape.com.au and become part of our inspiring journey.

About the role
 

As an Online Customer Experience Specialist, you will embark on a journey to learn, develop, and implement the various functions of this critical role. You will be the primary contact throughout the customer journey, managing the full sales process, coordinating with the instore team, and ensuring customer needs are met. Working in the business development centre, you'll handle leads from marketing campaigns, engaging customers through digital platforms from inquiry to final sale, while maintaining strong relationships and communication.
 

Reporting into the Retail Online Manager, your duties and responsibilities will include but are not limited to the following:
 

• Manage and qualify leads for appointment bookings and support digital sales through EDM, phone, and web channels.
• Oversee online car sales, ensuring smooth management of deposits, contracts, trade-ins, finance, and delivery.
• Serve as the first point of contact for customer inquiries, escalations, and product information.
• Conduct online product demonstrations and assist in converting F&I quotes into sales.
• Follow up with customers before and after appointments to ensure satisfaction and finalize sales.
• Utilize CRM systems like Salesforce and DMS to maintain accurate customer information.
• Manage call queues and online interactions, including social moderation and web chat.
• Collaborate with instore teams to allocate appointments and ensure a seamless customer handover.
   

Why join us?

Explore the range of benefits Inchcape offers its employees in recognition of their contribution to our success. A few are listed below, and you can visit our website to find out more.
 

 Thorough and ongoing training provided to support you in all aspects of your role.
 

• Career and development opportunities - providing you with a sense of purpose and direction, you drive your destiny with Inchcape.
• Supportive team environment - We foster a positive and supportive team culture and thrive on working well together.
• Enjoy more time doing that you love with additional days off including an annual Wellbeing Leave Day and annual Volunteering Leave Day each year.
• Access to our employee benefits program including company car rental program and discounts on vehicle purchases, plus many more!

About you
 

To be successful in the role, you will have:
 

• Minimum 3 years' experience in a customer-facing or online direct sales role, managing sales processes and documentation.
• Familiarity with CRM systems (e.g., Salesforce) and digital sales platforms.
• Strong communication skills, adaptability to different customer needs, and ability to work independently.
• High level of organizational skills, attention to detail, and proficiency in MS Office and digital platforms.
• Passion for delivering excellent customer service, with professionalism and integrity.

Apply now!

At Inchcape, we believe that what we do and how we do it defines our success. We are committed to creating a positive impact on the world’s communities, delivering excellence today and continuously improving for tomorrow.
 

If you’re passionate about customer experience, excited by innovation, and ready to make a difference, we’d love for you to be part of our journey!
 

Apply today to become part of our forward-thinking team at Inchcape, where your contributions will help shape the future of automotive retail.

Please note that only short-listed candidates will be contacted. We take this opportunity to thank you for your interest in working with us.