Job Description

Our client, Polestar Australia, is continuing to re-model the Australian automotive landscape. This revolutionary luxury automotive brand is seeking a Customer Engagement Advisor to complement their Customer Service team. Focusing on delivering exceptional customer service across multiple communication channels, including phone, email, live chat, and social media, to customers and internal/external service partners. As a Customer Engagement Advisor, you will be instrumental in creating and preserving a seamless, luxury experience at every customer touchpoint. This position is intended to transition to permanent full-time employment after an initial six-month period subject to satisfactory performance.

- Manage inbound and outbound customer interactions across phone, email, chat, and social media, ensuring first-contact resolution and adherence to processes
- Build and maintain positive, professional relationships with customers while assisting them through the buying process via online portals
- Respond efficiently to social media interactions in line with company protocols and accurately log all customer interactions in the CRM system, ensuring compliance with internal procedures
- Address and elevate complaints as needed, providing timely feedback to management
- Stay updated on product knowledge and policies through workshops, training, and briefings
- Collaborate with internal teams to optimize the overall customer experience

Qualifications & Experience:

- Previous experience in Automotive OEM, luxury automotive retail or sales workplace is advantageous
- Excellent verbal communication and writing skills
- Experience in handling phone calls, email case management and strong administrative skills
- Experience with live chat case handling, well developed technical skills, social media proficiency, and intermediate Microsoft Office abilities




- Understanding and passion for Electric Vehicles (EV) and technology, familiarity with Salesforce CRM and Genesys phone systems are all highly advantageous attributes

What do we offer?

- Competitive remuneration
- Structured learning & career development opportunities
- A dynamic, inclusive and sustainable working environment
- Health & Well-being initiatives

Position Title: Client Engagement Manager - Lyric HCM

Reporting Line: Managed Services Manager

Position Purpose: To provide high-quality support to clients of ADP and participate in associated payroll operational activities.

Key Responsibilities:

- Support clients via omnichannel on product, system, legislation troubleshooting, and escalations as required
- System and technical support
- General enquiries
- Legislation support including month-end and year-end requirements
- Report building & reconciling all aspects of payroll
- Process payrolls and provide support to all clients for month-end and year-end requirements including STP and Pay Date filings, including performing the data entry where required as per ADP Lyric HCM Service Manual and client-specific contracts
- Act as Payroll consultant to our clients, know their business payroll policies and support them for smooth processing by engaging with the client from their kick-off with ADP
- Work on support and escalation tickets daily and provide a status update report on tickets actioned at the end of the day. Oversee client-escalated tickets through triage and resolution. Follow up with internal teams with appropriate updates and ensure tickets are updated and closed promptly within SLAs. Ability to estimate and upscale where required
- Maintain internal knowledge base and external documentation including workarounds and issues impacting the processing of payroll. All process SOPs are required to be up-to-date in line with the

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📌 Vp Of Integrated Brand Experience & Growth (Sydney)
🏢 Colgate-Palmolive
📍 Sydney