Customer Service Representative

Department: Customer Experience

Employment Type: Permanent - Full Time

Location: Sydney

Description

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 (and selling!) 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!

As a Customer Service Representative in our team, you’ll be the friendly voice of Carma. You’ll help make our customer's journey smooth, simple, and even a little fun, while working closely with the buying, sales and delivery teams to keep everything running like clockwork. No two days are the same, and your problem-solving, creativity, and empathy will make all the difference to our customers.

What You'll Be Doing

• Be the go to Carma contact for customers buying or selling a car, over phone, email, chat, and social media.
• Guide customers from booking inspections and handovers whilst making sure their experience is seamless.
• Build trust and rapport, anticipate questions, and solve problems before they arise.
• Work hand in hand with the Buying, Sales and Delivery teams to manage schedules, confirmations, and follow-ups.
• Keep all admin and CRM records up to date, with high attention to detail.
• Contribute ideas to improve processes, efficiency, and customer experience.
• Take ownership of every interaction, always closing the loop and keeping the customer front of mind.

Please note that this role is fully onsite at our HQ offices in Surry Hills and on a rotating roster.

Okay, Let's Talk About You

• You’ve got a background in customer service, ideally in a fast-paced or high volume environment.
• Experience speaking with customers over phone and digital channels, retail or call centre experience is a plus.
• You’re tech savvy, curious, and quick to pick up new systems (Hubspot, CRM platforms).
• You’re organised, detail-oriented, and can juggle multiple priorities with ease.
• Empathy comes naturally, you enjoy finding solutions and making people feel heard.
• Knowledge of cars is a bonus, but not essential, passion and willingness to learn counts most!
• You’re a team player, values-led, and bring energy and positivity to everything you do.

What's in it for you?

• Jump into a fast growing, collaborative crew where your ideas actually make waves!
• Our open plan office comes fuelled with fresh coffee, a snack stash for any craving, and Friday rooftop drinks to keep your energy in the fast lane!
• Sweet perks because, well, we’re a car business so $$ off Carma cars, parts, and NRMA cover to rev up your ride!

At Carma, we’re all about fostering an amazing culture, where you can bring your best self to work! We value collaboration, innovation and having a laugh at work. Plus, we’re committed to diversity, inclusion and safe work practices, so no matter your background or experience (or car brand of choice!) we’d love to hear from you. Please let us know if you need any reasonable adjustments during the interview process.