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As a Customer Experience Specialist within our Customer Success Centre, you’ll help deliver a seamless experience for customers across our portfolio. Managing enquiries and orders across phone and email channels, you’ll take ownership of customer needs from start to finish, working closely with internal teams to resolve issues accurately and efficiently.

Key Accountabilities

- Manage customer enquiries across phone, email and other service channels
- Accurately process customer orders and manage customer cases from end to end
- Resolve account, delivery, pricing, logistics and general service enquiries
- Understand customer needs and provide tailored solutions, aiming for first-contact resolution
- Partner with Sales, Logistics, Supply and Credit teams to deliver a connected customer experience
- Contribute to individual and team service targets while supporting continuous improvement

About You

- Previous customer service, contact centre, order processing or customer operations experience
- Strong attention to detail and accuracy when processing orders and information
- Confident communication skills with professional phone and email etiquette
- Excellent organisational and time-management skills, with the ability to meet deadlines
- A proactive, positive approach to troubleshooting and taking ownership of customer issues
- Comfortable using multiple systems, ideally including Microsoft applications, SAP or Salesforce
- Able to support the team across our peak trading period, with flexibility to work through November, December and January,



including the Christmas and New Year period as required.

Join our team as a Customer Experience Specialist (CXS) and immerse yourself in a role where every interaction is an opportunity to exceed expectations and turn challenges into triumphs

What We Offer:

- Vibrant Culture: Experience our values in action every day, fostering a supportive environment where your voice matters and your contributions are celebrated.
- Team Spirit: Join a close-knit team that values collaboration, growth, and open communication, empowering you to thrive in a dynamic environment.
- Diversity & Fun: Embrace diversity and inclusivity in a workplace that values individuality and encourages fun, fostering a sense of belonging for all.
- Career Growth: Fuel your ambition with learning opportunities and pathways for advancement, supported by a company that invests in your development.
- Competitive Remuneration: Enjoy more than just a paycheck with our benefits package, including incentives and programs promoting wellness.

Your Role:

Customer Engagement: Guide automotive customers throughout their journey, from initial inquiry to resolution, providing personalised support and addressing concerns with empathy and expertise.

Relationship Building:



Cultivate trust and enthusiasm by acting as a trusted advisor, addressing customer complaints and objections with tact and professionalism, and turning challenges into opportunities for growth.

Product Expertise: Become a go‑to resource for product knowledge and service support, assisting customers with inquiries and resolving issues promptly and effectively.

What You Bring:

Education & Experience: High school certificate required, with 2+ years of experience in customer relations or related fields and demonstrated complaint handling experience. Knowledge of the automotive industry and luxury sectors is a plus.

Communication Skills: Strong verbal and written communication abilities, coupled with active listening skills and a knack for objection handling and conflict resolution.

Time Management: Ability to prioritise tasks and manage multiple projects effectively in a fast‑paced environment, while maintaining attention to detail and adhering to call center schedule requirements.

Technological Aptitude: Proficiency in MS Office and other communication tools, coupled with the ability to navigate multiple computer screens with ease.

Professionalism: Maintain a professional demeanor, language, and appearance, representing our company with integrity and excellence at all times.

Availability: Full working rights and the ability to perform inherent role requirements across a monthly rotational roster; 38 hours per week, between 8am and 6pm.

What You’ll Get:

- Competitive Salary + Incentives
- Hybrid/Versatile Working Arrangements
- Tuition Reimbursement
- Employ

📌 Cx Advocate: Shape Product (Melbourne)
🏢 Aphex
📍 Melbourne