Customer Experience Specialist

Looking to take the next step in your customer service career?

At Percepta, we believe great customer experiences are created by people who genuinely enjoy solving problems, building relationships and making a difference.

As a Customer Experience Specialist, you'll become the trusted point of contact for customers throughout their ownership journey. Whether you're helping someone understand a vehicle feature, coordinating with a dealership to resolve a service concern or supporting a customer through a more complex case, you'll play an important role in delivering an exceptional customer experience.

This is more than a traditional contact centre role. You'll manage your own portfolio of customer cases, build relationships with customers over time and work closely with dealerships and specialist teams to achieve the best possible outcome for every customer.

If you're resilient, enjoy solving problems, communicate confidently and take pride in delivering great service, we'd love to hear from you.

About Percepta

For more than 25 years, Percepta has partnered with some of the world's leading automotive brands to deliver exceptional customer experiences. Today we operate across 13 countries, supporting customers in more than 60 markets through a global team of over 5,000 employees.

Our Campbellfield operation has proudly supported our automotive partner throughout that 25-year partnership. Based on-site at our partner location, our local team of around 100 employees provides customer care, digital support, outbound engagement and learning and development services, backed by experienced leadership and specialist support teams.

Joining Percepta means becoming part of a stable, global organisation while working within a close-knit local team that genuinely invests in its people.

What You'll Be Doing

No two days are exactly the same.

On any given day you might be:

• Supporting customers with vehicle enquiries, product information and ownership questions.
• Managing a portfolio of approximately 30-40 customer cases through to resolution.
• Working closely with dealerships to coordinate customer outcomes.
• Following up on customer commitments and keeping customers informed throughout their journey.
• Handling enquiries via phone, email and other digital channels.
• Building trust by listening carefully, understanding customer needs and finding practical solutions.
• Working with specialist support teams when technical or complex assistance is required.
• Contributing to a culture focused on delivering exceptional customer experiences and strong Net Promoter Score (NPS) outcomes.

While you'll manage multiple customer cases at once, you'll be supported by experienced leaders, subject matter experts and a collaborative team who are invested in your success.

Who We're Looking For

We're less interested in whether you're an automotive expert and more interested in how you work with people.

You'll be successful in this role if you:

• Have previous experience in a contact centre or customer service environment.
• Enjoy helping customers and finding practical solutions.
• Can manage multiple priorities while staying organised.
• Are resilient and remain calm under pressure.
• Communicate confidently, both verbally and in writing.
• Take ownership and follow through on your commitments.
• Enjoy working as part of a supportive team.

Automotive experience is certainly welcome, but it's not essential. We'll provide the training and support to build your product knowledge. Your communication skills, attitude and willingness to learn are what matter most.

Why Join Percepta?

When you join Percepta, you're joining a team that values collaboration, development and continuous improvement.

We offer:

• Monthly performance incentive opportunities.
• Hybrid working arrangements following successful completion of training.
• Free on-site parking.
• On-site cafeteria.
• Employee Assistance Program.
• Milestone work anniversary leave.
• Access to a comprehensive global online learning platform with hundreds of professional and personal development courses.
• Career pathways into specialist customer support, leadership and other business support functions.

Our Campbellfield location also offers the convenience of weekday operating hours (8:00am-6:00pm on a rotating roster), making this an ideal opportunity for candidates living throughout Melbourne's northern suburbs looking to reduce their commute and enjoy greater work-life balance.

Ready to Apply?

If you're looking for a role where you can build valuable customer experience skills, work with a respected global organisation and make a genuine difference to customers every day, we'd love to hear from you.

Apply today and start your journey with Percepta!