Customer Advocate (Remote) - #35224

Company Profile:

Our client is a leading Australian digital marketplace with over 25 years of experience connecting buyers and sellers. The platform offers trusted tools—such as secure messaging, verified listings, and vehicle history reports—to make buying and selling vehicles easier and safer. Beyond cars, it also supports bikes, boats, caravans, trucks, and equipment, combining local market expertise with advanced technology to simplify transactions across the vehicles and machinery market.

Overall purpose and responsibilities of the role:

As a Customer Advocate, your primary responsibility is to provide the best experience possible to all of our customers. This experience comes through offering customers quality support and assistance across multiple channels, such as phone, email, web and live chat.

Duties and Responsibilities:

·       Tickets

o    Respond to tickets both quickly and in a professional polite manner

o   Resolve any customer issues efficiently and escalate to a Team Leader if required

o   Ensure you treat all customers with the same principle we use at Carsales, EnRICH

o   Be aware and prepared for fraudulent emails and advise Trust and Safety staff immediately

o   Be aware and prepared for emails where people have been scammed and follow relevant procedure

o   New tickets: work must start on tickets within 2 business hours

o   Open tickets: Provide customers with regular updates on outstanding tickets

·       Live chat

o   Ensure that when you are logged in and available for chat when required

o   Respond to chats both quickly and in a professional polite manner

o   Resolve any customer issues efficiently and escalate to a Team Leader if required

o   Ensure you treat all customers with the same principle we use at Carsales, EnRICH\Speed to Answer: Chats are required to be answered within 30 seconds

·       Adverts

o   Action all outstanding adverts requiring review and approval

o   This process requires care and attention and should not be rushed

o   This process must follow the outlined advert checking document

o   Be aware of and prepared for fraudulent adverts and advise the Trust and Safety staff immediately

o   Team expectations are to not have unapproved new adverts exceed 100

o   Team expectations are to not have unapproved edited adverts exceed 100

o   Team expectations are to not have unapproved hold adverts exceed 30

o   Fraudulent adverts: Must not exceed 5 fraudulent advert approvals per month

o   Maintain individual responsibilities

o   Ensure any additional tasks or responsibilities you have been allocated are done as required

o   Consider succession planning/training for these responsibilities

o   These jobs may include, but are not limited to:

o    Assist the marketing team with ad hoc promotions (shows, events etc)

o   Monitor and assist with social media

o   Reception cover

Must-have Skills / Qualification:

·       Strong written and verbal communication skills.

·       Customer-focused mindset with a genuine desire to help and support customers.

·       Good attention to detail and accuracy when handling customer enquiries and reviewing information.

·       Ability to troubleshoot problems and identify appropriate solutions.

·       Comfortable using Microsoft Outlook and web-based applications.

·       Basic proficiency in Microsoft Excel, Microsoft Word, and data entry tasks.

·       Strong time management and organizational skills with the ability to manage multiple priorities.

·       Ability to work independently while collaborating effectively within a team environment.

·       Adaptable and flexible in a fast-paced and changing work environment.

·       Positive attitude with a strong sense of accountability and urgency.

·       Demonstrates integrity, honesty, and professionalism in all interactions.

·       Willingness to learn new systems, processes, and products.

Advantageous or Nice-to-Have Skills/Experience:

·        Previous experience in Customer Service, Customer Support, Customer Success, Call Center, BPO, Retail, Hospitality, or Administrative Support roles.

·       Experience handling email, chat, or ticket-based customer support.

·       Familiarity with CRM, helpdesk, or ticketing platforms such as Zendesk, Salesforce, Freshdesk, Intercom, or similar systems.

·       Experience reviewing online listings, content moderation, or quality assurance tasks.

·       Exposure to fraud detection, trust and safety, or risk management processes.

·       Experience working in a remote or work-from-home environment.

·       Strong analytical skills and ability to identify patterns or unusual customer activities.

·       Experience working in fast-paced digital, e-commerce, or online marketplace environments.

·       Demonstrated initiative in improving processes or customer experience.

·       Fresh graduates with excellent communication skills, strong attention to detail, and a customer-centric attitude are also encouraged to apply.