Customer Operations Representative

Customer Operations Representative

• Scoresby
• Permanent, Full-time
• Hybrid

About the role

Our Customer Operations Team is expanding!

Starting on the 20th of July with a competitive salary, as a Toyota Finance Australia Customer Operations Representative, you'll be servicing the needs of our customers across a variety of brands at our Caribbean Park office in Scoresby. It's a fast- paced and highly supportive customer centric environment which places a big focus on your ongoing development and career pathway. Our contact centre is open from 8:30am to 7pm Monday to Friday so you will need to be available during those times (we are closed on the weekends and national public holidays). We offer a hybrid way of working where we enjoy 2-3 days per week in the office to catch up with our team and also for other reasons where it makes sense to be face-to-face such as for training and other special occasions.

What will your journey look like?

As part of your application, you'll complete an assessment designed to evaluate your skills before day one-so you can hit the ground running. You'll also experience realistic role simulations, giving you a genuine insight into what working with us looks like.

To set you up for success in your career with Toyota Finance, you will start in the classroom for 2 weeks, where you will learn all you need to know about our products, processes and systems. Then you will spend a week transitioning to your team in a mentoring hub followed by 4-6 weeks of coaching and support to help you embed your new knowledge and skills before you take over the reins. Once you have achieved the role expectations which is generally at the 6mth mark you will then have the opportunity to be upskilled in our insurance or retention activities where you will be rewarded with a salary increase.

After performing in the role for a minimum of 12 months, we can then help you build a development plan that can assist you in identifying and preparing for other roles within Toyota Finance if that is what you want to do.

What can you expect?

On average you will take up to 50-60 calls/emails per day. As with all contact centre roles there are key metrics to achieve which include average handling time, quality assurance, roster adherence and post call customer surveys.

We are proud of the supportive environment we have created which includes a minimum of two coaching sessions per month, a monthly catch up with your manager to discuss your development plan as well as team meetings and huddles.

You will:

• Engage with customers to provide solutions to their car loan & insurance queries
• Assist our customers to meet their vehicle finance needs
• Provide excellent customer service at all times
• Contribute to the success of our business through making recommendations for improvement and taking ownership of your own results
• Meet the high standards expected within our culture and customer expectations such as call handling times and call quality

Your attributes - If you don't meet 100% of the criteria to apply, we'd still love to hear from you. We celebrate individual differences because we know that when we bring more diverse minds together, we create better solutions.

• Proven experience in delivering a superior level of customer service including managing difficult customer conversations in a positive and professional manner
• Strong active listening, problem solving and rapport building skills
• Ability to understand and meet customer needs
• Remain professional and motivated whilst working under pressure
• The ability to work both autonomously and as part of a team
• Excellent written and professional verbal communication skills
• Be self-motivated and have an aptitude to learn and develop oneself
• Demonstrated experience using Microsoft Office packages
• Ability to work across multiple technology platforms, monitors and multi-skill whilst on calls
• Experience working within a KPI/metric environment
• Experience working in a call centre environment is an advantage although we have the resources and training to support entry level candidates from other industry sectors (e.g. retail, hospitality)

Toyota Finance Australia is well-recognised for offering:

• Hybrid work arrangements
• 26 weeks paid primary carers leave & 8 weeks paid parental leave for secondary carers
• Access to lease a brand-new Toyota, at a discounted monthly amount, this includes all on-road costs and insurance, more importantly you can switch to a new model every 11 months
• Access to discounted vehicle purchases for you and your family
• We commit to your development through professional development programs, paid study leave and study assistance, access to Australian Institute of Management courses, secondments, job rotations and more.
• Discounted private health insurance
• 24-hour a day Employee Assistance and Mental Health Program for you and your family
• State based social clubs that run events like Winter Gala Ball, barefoot bowls, cheap movie tickets and family fun events
• We want you to be you, so we encourage you to dress for your day when you are in the office
• Enjoy state of the art facilities that provide space to collaborate and engage with your peers. We have sparkling water on tap and ten blends of coffee to choose from, and if you are looking for something a bit different you can play table tennis, PlayStation or just relax as you enjoy your break time
• Annual salary review, salary benchmarking completed every year and a generous bonus structure for eligible staff.
• Much more...

At Toyota Finance, we look beyond your resume. Our process begins with a skills assessment giving you insight into the role and an opportunity to showcase your strengths. Keep an eye on your inbox (and spam folder) for an email from our trusted partner Vervoe. You're welcome to find out more by visiting our careers page: https://tfacareers.com.au/

We are happy to adjust the recruitment process for your accessibility requirements. Please contact us and let us know your preferred type of communication and we will be in touch as soon as possible to discuss your requirements.

Toyota is an endorsed employer for all women. Please review the Work180 website for further information.

Come with us and help create the future.

Please note, applications close on the 13th of July.

Desired Skills and Experience

Customer Service Representative