Senior Customer Experience Consultant - Vehicle Acquisition

Date: 29 Sep 2023

Location: Sydney, Australia

Company: inchcape

  • Rotating roster – shifts from Monday to Sunday
  • Flexible hours between 8am-8pm
  • Full time positions
  • Hybrid Flexible working
  • Located Greystanes with parking onsite


Trivett Automotive Retail Brand is represented by our individual car dealerships who are located around Australia. These dealerships serve to present our brand partners’ products and services.


We want to make buying and owning a car easy, effective and enjoyable, while building lifelong relationships. We live by the values of honesty, friendliness, loyalty, and attention to detail.  Friendliness is what sets us apart from the competition – we strive to make our customers smile.


To compliment this vision, we are seeking dynamic Senior Customer Experience Consultant to be part of our family and join our Online Sales and Customer Care team – Vehicle Acquisition located at Greystanes.


What’s the opportunity?


The Senior Customer Experience Consultant, will join our existing close knit, successful presales team who assist our potential Customers by actioning “online” enquires regarding the sale of their vehicle.

As a Senior member of the team, you will manage online customer enquires providing an end-to-end tailored solution, including finance insurance and trade valuation.   The role will see you managing leads relating to customer requesting to trade in their vehicles via the varies platforms such as carsales, Value My Car and varies outbound activities.  You will be responsible for managing the lead through to the acquisition of the vehicle by working closely with site to set appointment and manage the customers’ expectations.


As a high level overview you will:


  • Answer inbound calls/make outbound calls in a consistent and professional manner
  • Prospecting and building relationships with customer via phone, email and SMS
  • Providing first point of reference and support to Customer Experience Specialists as the SME
  • Delivery of customer service objectives through quality call monitoring system
  • Manage the resolution of customer issues & identify any related process improvements
  • Liaising with our Valuer, Site Manager & other 3rd parties regarding car inspections, pickups & deliveries.
  • Maintain current knowledge of assigned brands, products and services
  • Working with integrity when it comes to securing customer information in our CRM.


Who are we looking for?


  • Superior verbal and written communication skills
  • Demonstrates ability to train and support team members as escalation point/SME
  • Awe-inspiring customer service ability and case management/complaints
  • Demonstrated proven ability working in a fast paced, fun, agile environment.
  • Proven ability to work independently and as part of a gregarious team.
  • Exceptional organisation, planning and execution skills
  • Strong influencing and negotiation skills
  • Demonstrates resilience and perseverance to achieve individual and team outcomes
  • Willingness to learn and continually develop
  • Available to work a rotating roster across 7 days with flexibility.


Benefits and working for us:


  • Enjoy more time doing that you love with additional days off including an annual Wellbeing Leave and annual Volunteering Leave each year.
  • 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. We encourage teamwork, trust-building activities and celebrate achievements together.
  • Recognition and Rewards program – We recognise individual and team accomplishments
  • Access to our employee benefits program including company car rental program, discounts on vehicle purchases and services, free annual flu vaccination, corporate health care plan with Bupa, financial services support, and a comprehensive employee wellbeing program.


If you thrive on delivering a great Customer experience and are passionate about being an integral support as SME to your team, APPLY NOW!