Post Sale Care Specialist
Permanent - Full TimeJob Overview
At Carma, we’re more than just a car company, we’re on a mission to shake up the Australian automotive industry! As a digital pre-owned car dealership, we’re turning the car buying experience into a hassle-free, seamless journey that customers can truly enjoy. With our diverse and collaborative team managing everything from engineering to marketing and buying to reconditioning in-house, we’re powered by the best people and we’d love for you to come along for the ride.
Jump into a role where every day brings new ways to make a difference for our customers, after they have driven away with their Carma car. As our go-to problem solver, you’ll be handling post-sale care, collaborating with internal teams, and creating memorable, positive experiences for customers when it matters most. If you’re all about turning challenges into wins and shaping seamless solutions, this role has your name on it!
What you'll be doing:
- Tackle all post-delivery customer escalations, from inquiries and feature concerns to returns and 7 day trial period issues.
- Partner with the Mechanical and Production team to address warranty-related car concerns and ensure smooth resolutions.
- Develop and define decision making processes in post-sale care, balancing customer satisfaction with business impact.
- Look after dissatisfied customers to ensure they still walk away as brand advocates and maintain our amazing NPS score and reviews.
- Coordinate with the Delivery and Handover team to manage returns
Okay, let's talk about you:
- You’ll have a talent for customer experience, a skill for making every interaction feel personal whether that’s over the phone, email or in person.
- Top-notch communication skills - you can explain complex issues in everyday language for customers to understand, and express yourself confidently and eloquently.
- A natural problem-solver who thrives on tackling challenges independently and finding creative solutions.
- You’ll bring a love for cars (or at least a keen interest!) that helps you triage customer questions, saving the mechanic’s expertise for when it’s truly needed.
- Exceptional objection-handling skills, turning any concern into a positive experience.
- A valid NSW Driver’s licence.