Customer Relations Consultant

Customer Support Agent

Location: Norwest, Sydney

Job Details: Hybrid after training

Are you looking to accelerate your professional development, build a brilliant career, and thrive in a highly supportive team? Join Inchcape Australia, part of Inchcape’s global network. You’ll play a key part in delivering great experiences for our customers and colleagues. With lots of interesting opportunities and challenges for you to explore that will take us, and your progression, to the next level.

About the role

We are looking for an exceptional Customer Support Agent to join a team of highly engaged, highly motivated professionals who are driven by one simple purpose: helping customers. Our team is there when customers need us most, particularly when their experience with our brand hasn’t gone as expected. Sometimes things go wrong. When they do, we step in to resolve the issue, rebuild trust, and turn a difficult moment into a positive experience.

But the real work goes deeper than solving the issue in front of us. It’s about understanding the root cause of what created the problem in the first place and working with the business to ensure it doesn’t happen again. We don’t just resolve problems; we help improve the experience for every future customer.

Our goal is simple: every customer who interacts with us should leave feeling heard, supported, and genuinely cared for. Our ambition is to help create such a strong and consistent customer experience that reactive support becomes less necessary over time. As this evolves, the team will play an increasingly proactive role in shaping and improving the customer journey, helping prevent issues before they arise.

If this sounds like a challenge you would be proud to take on, and one you would approach each day with energy, empathy and purpose, we would love to hear from you.

What you'll do

• Deliver exceptional customer service by professionally handling inbound and outbound calls, maintaining strong product knowledge, and accurately entering customer and booking information into ERA Net to support a seamless customer experience.
• Resolve customer needs collaboratively by being approachable, knowledgeable and solution-focused, working closely with internal teams and stakeholders to achieve positive outcomes for both customers and the business.
• Maintain quality, compliance and operational standards by following company policies, procedures and legal requirements, including the Trade Practices Act 1974 and Privacy Act 1988, while supporting sales and service targets and monitoring market and business priorities.
• Drive performance and continuous improvement by meeting key measures such as call quality, customer satisfaction scores, call volumes, booking conversion rates, and the required timeframes for allocating new enquiries
• This includes identifying recurring issues, sharing insights with Team Leaders, and contributing to team discussions that lead to better outcomes for customers.

About you

• Customer-first mindset: You genuinely enjoy speaking with customers and helping solve problems, even in challenging situations, bringing empathy, professionalism and a positive attitude to every interaction.
• Customer service expertise: Proven experience in face-to-face and phone-based customer service with strong conflict resolution skills and a confident, professional telephone manner. Previous experience in a similar role is essential; automotive industry or case management experience is highly desirable.
• Systems and communication skills: Proficient in Microsoft Office (Word, Excel, PowerPoint) and CRM or service platforms such as Salesforce, SAP and Genesys PureCloud, with strong written communication and documentation skills.
• Compliance and practical requirements: Ideally hold a full NSW driver’s licence and demonstrate a solid understanding of Australian Consumer Law and broader compliance standards.

Start your journey

Worried that you don't meet all the criteria exactly? We encourage you to apply. Your skills and perspectives may be the perfect fit for this role or another opportunity within our business.

Opportunity for everyone

Inchcape is committed to creating an inclusive and diverse workplace where the power of our differences can be embraced and everyone feels they can belong, be themselves and succeed.

About us

Inchcape is the leading global automotive distributor operating in 38 markets. We partner with some of the biggest brands in the business to sustainably power better mobility today and in the future.

Our diverse global team of over 16,000 colleagues foster an inclusive and collaborative culture, delivering brilliant experiences for our customers and partners.

Inchcape Australasia employs over 1,200 team members across Australia and New Zealand. Our portfolio includes vehicle distribution for world-renowned brands, market-leading fulfilment solutions, exceptional retail experiences and tailored financial services.

Learn more at inchcape.com.au