Senior Customer Relations Consultant

Job Title: Senior Customer Relations Consultant

Location: Norwest, Sydney, Australia

Company: Subaru

Who we are?
Since 1973, Subaru has helped Australian families embrace life’s journey. We inspire living in the moment, driven by imagination, spirit, and quality. Every moment is a chance to connect, create joy, and do more. Because what we do truly defines who we are.

About the job:

Support Customer Relations consultants to deliver exceptional Subaru experiences, addressing customer needs promptly, achieving win/win outcomes, and providing insights for continual business improvement.

Key responsibilities:

• Support the Customer Relations Manager in daily team operations, workload management, and prioritisation of case tickets.
• Act as the first point of contact for escalations, managing customer concerns to ensure high satisfaction.
• Monitor and report on team KPIs daily, ensuring performance targets and Subaru Drive 5 objectives are met.
• Review consultant responses, assist with call monitoring, and provide feedback to ensure excellent customer experience.
• Support training, development, and adherence to KPIs, while assisting with inbound/outbound calls and case management.
•  Collaborate with compliance on regulatory standards, contribute to policy updates, and foster stakeholder relationships.

About you:

• 5+ years’ customer service experience, ideally including 2+ years in leadership and call centre environments, with strong phone and face-to-face service skills.
• Case management experience is desirable; relevant tertiary qualifications are essential, with a full NSW driver’s licence preferred.
• Proficient in Microsoft Office with strong planning, time management, and documentation skills
• Demonstrates effective communication, attention to detail, flexibility, and a customer-focused, professional attitude.

Benefits:

• Access to our employee benefits program including car rental program, discounts on vehicle purchases and services, free annual flu vaccination, and corporate health care plan with Bupa to name a few!
• Recognition and Rewards

If you would like to know more about this opportunity or any others at, please reach out to me call Hayden on 0437 131 715

Inchcape is an Equal Opportunity Employer and equality; diversity and inclusion are at the centre of everything we do. We recognize that our customers, colleagues, contractors, and other partners are central to our success and that we work in a diverse society. We acknowledge not only our legal, but also our moral responsibility to ensure all groups have equality of opportunity. 

By joining Subaru Australia you will become part of Inchcape Australasia. To find out more: www.inchcape.com.au