This is a Customer Relations Specialist role with Mercedes-Benz Australia based in Melbourne, VIC, AU Mercedes-Benz Australia Role Seniority - mid level More about the Customer Relations Specialist role at Mercedes-Benz Australia Join Mercedes-Benz and discover your unique role within a workspace designed to maximize your talents. Embrace the opportunity to become your best self in a global automotive company committed to sustainable luxury, alongside visionary colleagues who share your pioneering spirit. Together, we strive for excellence. We are thrilled to offer a permanent, full-time position for a Customer Relations Specialist within our Customer Assistance Centre team. This role is pivotal in ensuring that customers of Mercedes-Benz Australia/Pacific Pty Ltd (“MBAuP”) receive exceptional after-sales service and support. Collaborating closely with our authorised retail network, brand colleagues, and key business stakeholders, you will have the chance to resolve customer issues in a manner that reinforces our brand promise, fostering lifelong customer loyalty and ultimately driving increased vehicle sales. Key customer services responsibilities include: Customer Service Excellence: Resolve complex, high-priority customer concerns via phone, email, letters, social media, and website inquiries. Technical Support: Provide specialist automotive technical support guided by our technical team. Financial Review: Assess goodwill financial support for our customers. Managerial Support: Assist the Customer Assistance Centre Manager with tasks such as daily stats reports and executive reports. Time Management and Organization: Ability to prioritize tasks, manage time effectively, and meet deadlines. Multitasking: Handling multiple tasks simultaneously, such as answering calls, responding to emails, and managing customer inquiries. Conflict Resolution: Ability to de-escalate tense situations and resolve conflicts effectively. Negotiation Skills: Ability to negotiate solutions with customers and find mutually acceptable What you need to be successful: Case Management Expertise: A background in case management is highly valued. Industry Experience: Experience within the automotive industry and knowledge of Australian consumer legislation (ACCC) are highly advantageous. Problem-Solving Skills: Ability to effectively resolve escalated complex customer complaints. Communication Skills: Strong written and verbal communication skills, with a passion for delivering outstanding customer service. Thinking Like a Customer Champion" Ability to put yourself in your customer’s shoes—understanding their goals, speaking up for their needs, and making sure their voice is heard in every decision we make. Why you should apply: Team Environment: Become a key member of a fun and motivated team in a positive, friendly atmosphere. Global Organization: Join a large, inclusive, and diverse global organization. Convenient Amenities: Enjoy on-site parking and nearby childcare centers. Embark on a rewarding career with Mercedes-Benz, where your skills and passion for customer service can truly shine. Apply now and be part of our journey towards excellence! Applications close COB Monday December 8th. To express your interest in this position, please submit a Cover Letter and CV as soon as possible (or by latest Monday 8th December). Our team will interview suitable applicants as they apply. Therefore, to ensure you don’t miss this opportunity please apply sooner rather than later as this role may close without notice. At Mercedes-Benz Australia Pacific, we pride ourselves on building and maintaining an inclusive workforce because we believe that our people make the difference. In addition to providing exciting learning and career development opportunities, we prioritise our employees by offering generous benefits. This includes discounted car leasing and purchase options, on-site parking, employee assistance programs and much more. We are committed to a flexible and progressive workplace culture for everyone and are proud to be consistently recognised as an Employer of Choice for Gender Equality. We are an equal opportunity employer, so by joining us, you will be part of a company that embraces differences and where individual contributions are valued. We strive to recognise our committed people through Employee Recognition and Reward programs. We actively encourage applicants with Aboriginal and Torres Strait Islander heritage, those identifying as LGBTIQA, females, people of all ages, with disabilities and culturally and linguistically diverse people to apply for this opportunity. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Mercedes-Benz Australia team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Resolving customer concerns Providing technical support Assisting managerial tasks Key Strengths ️ Case Management Expertise Problem-Solving Skills ️ Communication Skills Industry Experience Negotiation Skills ⏰ Time Management and Organization Why Mercedes-Benz Australia is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume. A Final Note: This is a role with Mercedes-Benz Australia not with Hatch.
