Customer Experience Coordinator

JobsCloseBy Editorial Insights

Splend is hiring a full-time onsite Customer Experience Coordinator for its Melbourne hub to manage post sale customer management including onboarding, returns, vehicle exchanges, and fleet coordination, focusing on a seamless experience across channels. In this role you will be the primary contact for customers, resolve issues proactively, and ensure fleet availability through maintenance scheduling. Key requirements include strong communication, organisational skills, a proven customer service track record, an Australian driver's license, and the ability to work weekends and commute to Melbourne. When applying, tailor your resume to show retail or service experience, highlight problem solving and relationship building, and note any interview adjustments needed, as Splend values diversity and inclusion.

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About Us 

At Splend, we're on a mission to fundamentally change the way people own and operate a vehicle. With a strategic focus on rideshare, we provide our customers with straightforward, no-strings-attached access to vehicle ownership. But we aren't just about vehicle ownership. We're also fast-tracking the transition to green mobility, leading the way globally in reducing the carbon footprint of the transportation sector by transitioning our fleet to electric vehicles.

About the role

The Customer Experience Coordinator at Splend is a face to face position that plays a crucial role in maintaining and enhancing customer relationships post sale. This position is responsible for ensuring that all day to day hub operations related to customer management run smoothly. As the primary point of contact for customers after they have been onboarded, you will handle everything from vehicle exchanges and returns to managing fleet operations and responding to customer enquiries. 

Your goal is to solve problems efficiently while aligning solutions with business objectives, ensuring a seamless and exceptional customer experience across all touchpoints.

What you'll be doing

• Manage customer onboarding, returns, vehicle exchanges, and fleet management.
• Proactively address and resolve customer issues, through in person and over the phone interactions, applying innovative problem solving skills to deliver solutions that align with both customer needs and business goals. 
• Ensure that every customer interaction post sale is handled with the utmost care and professionalism, aiming to provide a best in class customer experience that enhances loyalty and satisfaction.
• Monitor and manage the hubs fleet of vehicles to ensure availability and readiness for customer needs, including coordination of maintenance and scheduling of vehicle exchanges.
• Serve as the primary point of contact for existing customers, ensuring clear and effective communication across all channels.

What you'll bring

• Ability to work across multiple functions within a retail or customer service environment.
• Excellent written and verbal communication skills.
• Proactive problem-solving abilities with a customer centric approach to resolving issues. 
• Proven track record in a customer service role, with a focus on delivering high quality customer experiences. 
• Strong organisational and communication skills, capable of managing customer expectations and coordinating effectively with other teams. 
• Ability to handle stressful situations with professionalism and a calm demeanour. 
• A full Australian Driver's License 
• Comfortable commuting to our Melbourne hub daily
• Able to work weekends as required

At Splend, we value diversity and inclusion and consider it as key to our success. We are dedicated to fostering a workplace where everyone is respected and supported. We celebrate differences in race, gender, age, sexual orientation, religion, and ability, seeking diverse perspectives to drive us forward.    When you apply, let us know if there are any reasonable adjustments we can make to accommodate you during the interview process.