Customer Service Consultant

Customer Service Consultant

Role: Customer Service Consultant

Type: Casual

Location: Noble Park, VIC

Who are we?

The Australian Motoring Services (AMS) Group provides the most trusted brands in Australia with end-to-end solutions – from automotive batteries, roadside assistance and EV charging networks to travel and rewards solutions. We're the team that keeps people and businesses moving safely. And we're backed by the Mobility Clubs of Australia (NRMA, RACV, RACQ, RAA, RAC and RACT).

The mobility sector is a dynamic and fast-evolving market sector. With innovation in the automotive and energy storage spaces, the AMS Group through its businesses – Assist Australia, ChargeFox, and Club Assist – is leading the charge in this exciting market.

From keeping people on the move to creating a sustainable future for all, your work across the AMS Group matters. We're innovating, growing and driving positive change for our partners and customers.

Assist Australia provides automotive customers with wholesale roadside assistance, collision assistance and connected car emergency calls through the support of a national call centre team. Assist Australia supports about 2.7 million vehicles with roadside assistance.

Why should you apply?

We offer a range of benefits, including 4 weeks of annual leave, ongoing opportunities for professional development and a range of health and wellbeing initiatives.

To help you succeed in this role, we provide paid training over two weeks where you will learn everything you need to know about our products and services.

Beyond that, here's why our people say they choose us:

Bring energy, purpose and care

From getting people where they need to be, to creating a sustainable future for all, your work here matters.

Get hands-on today, with eyes on tomorrow

We're winning, innovating and growing fast. Here you can drive real change, one improvement at a time.

Find good people and real connections

Our down-to-earth people care about who and how you are. They want to do the right thing and get the job done, together.

Expect progressive leadership with heart

We have many excellent leaders, and we're setting a high bar for all. Our vision relies on a motivated, supported team, and we're making it happen.

About the role:

Starting from September with a competitive salary, you'll be servicing the needs of our customers across a variety of brands at our office in Noble Park.

It's a fast-paced and highly supportive customer centric environment which places a big focus on your ongoing development and career pathway. Our contact centre is open 24/7 so you will need to be available to work on the weekends and outside regular business hours.

What you'll do:

As a Customer Service Consultant at AMS, you will manage a range of inbound calls. As with all contact centre roles, there are key metrics you will need to achieve which include average handling time, quality assurance, and roster adherence.

We are proud of the supportive environment we have created, and you can expect to attend regular coaching sessions and catch ups with your team leader to support your ongoing growth and development.

You will:

• Engage with customers to provide support when their car breaks down, when they require collision assistance, or need onward mobility services

• Provide excellent customer service at all times

• Contribute to the success of our business by making recommendations for improvement and taking ownership of your results

• Meet the high standards expected within our culture such as call handling times and call quality

You may also be required to engage with customers to provide incident support from time to time.

About you:

You will have:

• Proven experience in delivering a superior level of customer service including managing difficult customer conversations in a positive and professional manner

• Excellent and professional communication skills

• Strong problem solving skills

• The ability to understand and meet customer needs, and remain professional whilst working under pressure

• The ability to work both autonomously and as part of a team

• Demonstrated experience using Microsoft Office packages

• Strong attention to detail

• Flexible approach to working hours including weekends

• Experience working in a call centre environment is an advantage but not mandatory

If you don't meet 100% of the criteria, we'd still love to hear from you!

Next Steps

If you're looking for an opportunity to make a positive impact on the community apply today! Please include your current resume and a short cover note relating to why you're interested and suitable for the role.