Customer Service - Member Experience Support - Sydney
Member Experience Support
Are you someone who goes above and beyond to provide great customer service?
Do you want to join a team of passionate people at the forefront of the sharing economy?
Use your exceptional people skills to grow the success of Car Next Door’s peer-to-peer car-sharing network
Join a high-performing team making the world a better place
Car Next Door is fundamentally changing the way Australia travels by turning any car into a share car.
We let Car Owners share their car with their neighbours during times they aren’t using it themselves. We do this by providing an online marketplace with safe and trusted members, a booking system and a range of in-vehicle technologies to make car sharing safe, fast, and easy for both Car Owners and Car Borrowers.
2017 is shaping up to be the best yet for Car Next Door - we’ve recently expanded operations from Sydney and Melbourne into Newcastle and Brisbane and are well on track to have 1000 cars on the platform in the first half of the year. We’re looking to attract an enthusiastic and driven individual to join our high performing Member Experience Team as we scale up. This is an opportunity to join a progressive start up with an already proven concept. The position will suit someone with an energetic spirit, who is looking to join a committed and successful team (About Us).
What will be your key focus?
Our members love us, they tell their friends, and that’s how we grow. In a nutshell, your role is to make them love us even more by providing top-notch customer service.
What will you be doing?
Delivering exceptional experiences and service to Car Next Door members (being fun, happy, energetic, helpful, adaptable and showing initiative). Examples may be:
Helping customers locate cars, and troubleshooting over the phone;
Dealing with insurance claims, ensuring all parties feel they have been fairly treated;
Re-engaging members who may not have used us for a while;
Receiving and responding to feedback from members at different stages of their user experience; and
Everyone in the team (from the CEO to our web developers) takes it in turns to be after hours on-call for a week every 9-12 weeks.
Managing all Car Borrower applications through to approval; and
Building awareness of our referral incentives and systems, and encouraging repeat use.
Operational and strategic support
Contributing to the development of systems to train others on how to interact with our members and how to make us remarkable;
Creating processes and protocols to ensure best practice is followed in any given incident; and
Supporting the launch of Car Next Door in new cities across Australia, (we are currently in Sydney, Melbourne, Brisbane and Newcastle).
What will you need to succeed?
High level of computer competence (you don’t need to be a programmer but you do need to be able to work across multiple systems simultaneously).
Confident and articulate written and verbal communication, with the desire and ability to create an outstanding member experience for our Car Owners and Borrowers.
Very strong people skills; you will be part of a growing and integrated team that will require both regular teamwork and an ability in conflict resolution with Members. Experience in Insurance Claims is a bonus.
Highly organised and system oriented, with a keen eye for detail. You will be creating systems to help Car Next Door scale efficiently.
Driven and self-motivated. You need to be a self-starter and have the ability to solve problems as they arise.
Energetic and enthusiastic. We operate at a high intensity, with a high level of accountability.
A desire to learn. Be a person who is constantly looking outside for new and better ways to do things. Our goal is to provide the best member experience in Australia (for any industry) and you will need to learn all the skills to make that happen!
Location: Sydney (office in Pyrmont) Start date: As soon as possible Package: Position will include salary & potential equity for the right person. Target Package range $50- $60K including Super depending on experience. Hours: 5 consecutive days a week, rostered in 4 week blocks to include a Saturday or Sunday approximately every other month. 9am-6pm. After hours on-call element approx once every 9 weeks.
Interested in applying for this great opportunity?
Email email@example.com with your CV and a one-page cover letter outlining your relevant skills and attributes. We’ll be checking applications as they come in, so if you’re keen make sure you get your application in quickly.
More about Car Next Door?
Car Next Door is on a mission to enable 10,000 Australians to share their cars with neighbours, thereby removing dependency on personal vehicle ownership and fundamentally changing the way people make their transport decisions.
All this will cut personal transport costs in half, permanently remove 87,000 cars from the Australian vehicle fleet, reduce CO2 emissions by 84,000 tonnes per year and foster greater community engagement.