Customer Advocate (Automotive)

Location: Hybrid, Melbourne VIC, Australia

Company

iMotor, part of hirify.global, provides website solutions for automotive OEMs, dealers, and dealers in the caravans, bikes, boats, trucks, and equipment industries, managing 1,800+ websites with a team of 40+ employees.

What you will do

• Act as the first point of contact for technical, website, and support issues via phone, email, and the online helpdesk.
• Provide product information, diagnose issues, recommend solutions, and resolve customer requests through the ticketing system.
• Own support tickets from initial request through resolution, keeping customers informed when investigation or cross-team assistance is required.
• Build and maintain relationships with established dealership accounts.
• Maintain brand guidelines, special offers, and vehicle data for accurate manufacturer and dealership representation.
• Prioritize workloads, maintain accurate Zendesk records, and escalate issues to the appropriate team.

Requirements

• Computer literacy and data-entry skills, with intermediate knowledge of HTML5, CSS3, and Adobe Photoshop.
• Recent customer-facing experience with the ability to develop relationships and follow disciplined, process-oriented daily practices.
• Confident communication skills, including the ability to understand technical issues and explain them to non-technical audiences.
• Ability to multitask, prioritize workloads, and adapt quickly to change.
• Track record of meeting KPIs and working independently with accountability for work quality and speed.
• Reliable and dependable approach with strong written and verbal communication skills.
• Ability to work within a team to design and implement creative solutions.
• Excellent time-management skills and strong attention to detail and accuracy.
• Successful candidates must complete a National Police Record check and have full-time Australian working rights.

Culture & Benefits

• Full-time employment on a 12-month contract.
• Hybrid working combining remote flexibility with in-person collaboration.
• Flexible working arrangements, including part-time options that can be discussed during the process.
• 24 weeks of paid parental leave for primary caregivers, four weeks for secondary caregivers, and paid family and fertility planning leave.
• Inclusive, equal-opportunity workplace with recruitment adjustments available for candidates with disabilities.
• Circle Back Initiative employer committed to responding to every applicant.