Customer Experience Coordinator
About Us
At Splend, we're on a mission to fundamentally change the way people own and operate a vehicle. With a strategic focus on rideshare, we provide our customers with straightforward, no-strings-attached access to vehicle ownership. But we aren't just about vehicle ownership. We're also fast-tracking the transition to green mobility, leading the way globally in reducing the carbon footprint of the transportation sector by transitioning our fleet to electric vehicles.
About the role
The Customer Experience Coordinator at Splend is a face to face position that plays a crucial role in maintaining and enhancing customer relationships post sale. This position is responsible for ensuring that all day to day hub operations related to customer management run smoothly. As the primary point of contact for customers after they have been onboarded, you will handle everything from vehicle exchanges and returns to managing fleet operations and responding to customer enquiries.
Your goal is to solve problems efficiently while aligning solutions with business objectives, ensuring a seamless and exceptional customer experience across all touchpoints.
What you'll be doing
- Manage customer onboarding, returns, vehicle exchanges, and fleet management.
- Proactively address and resolve customer issues, through in person and over the phone interactions, applying innovative problem solving skills to deliver solutions that align with both customer needs and business goals.
- Ensure that every customer interaction post sale is handled with the utmost care and professionalism, aiming to provide a best in class customer experience that enhances loyalty and satisfaction.
- Monitor and manage the hubs fleet of vehicles to ensure availability and readiness for customer needs, including coordination of maintenance and scheduling of vehicle exchanges.
- Serve as the primary point of contact for existing customers, ensuring clear and effective communication across all channels.
What you'll bring
- Ability to work across multiple functions within a retail or customer service environment.
- Excellent written and verbal communication skills.
- Proactive problem-solving abilities with a customer centric approach to resolving issues.
- Proven track record in a customer service role, with a focus on delivering high quality customer experiences.
- Strong organisational and communication skills, capable of managing customer expectations and coordinating effectively with other teams.
- Ability to handle stressful situations with professionalism and a calm demeanour.
- A full Australian Driver's License
- Comfortable commuting to our Melbourne hub daily
- Able to work weekends as required
Benefits & Support
Bonus scheme: Opportunity to earn based on your performance
Day off for your Birthday!
Salary packaging with 15% employer contributions for Electric Vehicles
Dedicated Learning & Development platform
Employee Assistance Program
Socials: budget for team and company wide social initiatives
Our Process
Intro with our Talent team to understand your background, aspirations, and answer your questions.
Interview with the hiring manager to discuss your experience and how it aligns with this role.
Where it applies, we'll ask you to complete a practical case study.
Final interview to discuss Splend's long-term vision and to check any remaining questions.
Diversity & Inclusion
At Splend, we value diversity and inclusion and consider it key to our success. We're dedicated to fostering a workplace where everyone is respected and supported. We celebrate differences in race, gender, age, sexual orientation, religion, and ability, seeking diverse perspectives to drive us forward.
If this role sounds like you, but you're not quite sure if you meet every requirement, apply anyway. We're interested in the whole person - your attitude, your potential, and what you'd bring to the team - not just a checklist of credentials. We'd rather hear from you than have you talk yourself out of it.
When you apply, let us know if there are any reasonable adjustments we can make to accommodate you during the interview process.
