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- Understanding of contact Center Cloud domain : Amazon Connect for Voice, Sierra.ai for Voice bots and Sprinklr for Chat Bot.

- Business Analyst skills

- Understanding of the Contact Center domain

Nice to Have Skills:

- enhancement of AI capabilities in our Contact Centre to service our customers

Detailed Job Description

Mandatory Skills

· 5+ years experience

· Understanding of the Contact Center domain

· Business Analyst skills

Responsibilities

· Interact with Business teams to gather Requirements.

· Interact with Implementation / Support teams to refine requirements

· Create required documentation to communicate requirements between project implementation and Business Teams.

Are you ready to be a big part of something big?

Atcarsales,we’reallabout makingbuying and sellinga great experience. Since 1997,we’vebeen evolving with the current economy to help people choose how they move today and tomorrow.

When it comes to your career, we want tooffer meaningful opportunities that empower you to make a lasting impact. But for that to happen, we strive to feel small-small enough to stay agile, learn across teams, and connect authentically with each other.





With a vision to be the global leader in online vehicle marketplaces,we’retransforming how people buy and sell across the world. We discovernew ideasand bring them to life. We continue to grow, and we continue to evolve,andwe’renot afraid to take bold steps to get there.

What’s on offer:

- A place where you can move your career forward, where you’ll be continuously backed to make new ideas happen, and the chance to do work that makes real, significant impact in the world.
- We’re proud to be recognised as one of Australia’s Best Workplaces™ by Great Place to Work®, a Family Friendly Workplace and a WORK180 endorsed employer for women.
- The support of a highly engaged, high-performing team including a leadership team thatyou’ll actually have face time with.
- 24 weeks paid parental leave for primary caregivers, four weeks paid secondary caregivers leave and paid family & fertility planning leave.

Job Description

What’ll you’ll be doing:

As a Customer Advocateat carsales, your primary responsibility is to provide the best experience possible to all of our customers through offering customers quality support and assistance across multiple channels, such as phone, and email.Working in a fast-paced environment,



you will be responsible for answering inbound customer service queries (voice and digital).

By assisting our customers through their journey and supporting them with their needs, you are contributing to the goals of the greater Customer Service Team, driving both customer satisfaction and loyalty in a positive direction.Your role also includes helping maintain the day to day operations of the Success Team through taskssuch as, advert approvals, fraud identification,adjacentproduct support and administrative tasks.

- Demonstrated inclusive and interpersonal attributes that connect you to our behaviours (we change the game, we own it, we step in, we are curious, we don’t take ourselves too seriously).
- Understand and share expertise in problem solving and solving them quickly .
- Develop and support solutions that deliverexceptional customer service.
- Demonstrate understanding, motivations and expertise in meeting KPIs.

Qualifications

What we’re looking for:

- Help to build and maintain our loyalcustomers and members.
- Know your way around a computer(and you can help people who don't).
- Reliable person with strong time management.
- Demonstrate empathy when dealing with customers.
- Work well under pressure.
- Savvy in technical troubleshooting/ problem-solving.

We know not everyone will meet every requirement, and that's okay. If you're excited about the role and believe you can make a difference, we'd love to hear from you.

Additional Information

A few other things we want you to know.

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📌 CareLine Test Lead: Contact Center (Melbourne)
🏢 XPT Software Australia Pty
📍 Melbourne