Customer Experience Consultant

About FleetPartners

FleetPartners is a leading provider listed on the ASX, specialising in fleet leasing, fleet management, and novated leasing services throughout Australia and New Zealand. We aid both businesses and individuals daily by delivering smarter and more sustainable vehicle solutions. Our team-centric, supportive culture emphasizes customer focus and mutual growth, fostering an inclusive environment where employees can enhance their skills and perform at their best.

Role Overview

The Customer Experience Consultant plays a vital role in delivering outstanding service to our clients, while providing essential support to our Sales and Operations teams. This fast-paced position involves managing a variety of daily tasks, investigating customer inquiries, and analyzing multiple data systems to make well-informed decisions that result in optimal customer outcomes.

Key Duties

• Provide exceptional customer service throughout the entire customer lifecycle.
• Efficiently handle daily workloads, ensuring all customer requests are processed accurately and timely.
• Address customer inquiries, process requests, and maintain up-to-date and precise records within our CRM system.
• Collaborate closely with the Sales team to assist in customer onboarding, contract renewals, and account management tasks.
• Identify and understand customer requirements, offering tailored solutions to enrich the customer experience.
• Establish and nurture strong relationships with customers and internal stakeholders to drive effective outcomes.
• Spot opportunities for sales growth and enhancement of services provided to customers.
• Support the achievement of team targets related to service quality, customer satisfaction, and sales through accurate and forward-thinking assistance.

Candidate Profile

The ideal candidate will be a proactive and customer-oriented professional who enjoys problem-solving and values precision. They will have a natural curiosity, demonstrate confidence in analyzing diverse information sources, and take ownership of their responsibilities. Building strong internal and external relationships and continually seeking improvements in the customer journey are vital traits.

Essential Qualifications and Skills

• Experience in roles related to customer service, customer experience, or sales support.
• Strong attention to detail with the capability to analyze complex information and resolve issues effectively.
• Excellent communication and relationship-building skills paired with a passion for providing superior customer service.
• Ability to manage multiple priorities efficiently within a dynamic work environment.

Benefits and Perks

• 27 days of annual leave each year.
• Hybrid working options with an accessible office location providing onsite parking and proximity to Ellerslie Station.
• Access to health insurance from the first day of employment, supported by a company subsidy for Southern Cross or Marram plans.
• ‘Dress for your Day’ dress code policy.
• Paid parental leave: 16 weeks for primary carers regardless of gender with no minimum tenure, and 4 weeks for secondary carers.
• Continuous learning with training programs and opportunities for career progression.
• Employee rewards program offering various retailer discounts.
• Engagement in social, wellbeing, and team activities facilitated by company social groups.
• Other comprehensive employee benefit offerings.

Inclusivity Statement

FleetPartners is committed to fostering a workplace where everyone feels respected, supported, and able to flourish. We embrace diversity across all backgrounds and identities and ensure accommodations are available during the recruitment process. We are recognized for our support of women in the workplace and strive to maintain an inclusive, equitable environment for all employees.