This is a Customer Service Representative - Drive role with Nine based in McMahons Point, NSW, AU

Drive is Nine’s brand appealing to the automotive enthusiast. Working with our industry leaders you will help us achieve our vision, to shape the future of automotive in Australia by providing authoritative reviews, detailed comparisons, and innovative commerce solutions.

2025 is an exciting year to be part of the Drive Marketplace team. Drive Marketplace is on a sharp growth trajectory with a vision to become Australia’s No.2 Automotive Marketplace in Australia.

The expanding Drive Marketplace team has an ambitious, forward-thinking and highly collaborative culture, with a shared passion for the automotive industry. As the on-the-ground human faces of the Drive brand within the National Drive Dealer Network, genuine partnerships and a healthy dose of hard work and fun sit at the core of the team’s success to date.

Job Description

This exciting new position is crucial for enhancing customer and dealer experiences within our rapidly expanding Drive Marketplace, helping Australians discover the joy of finding and buying their next car. You'll be instrumental in ensuring timely interactions and proactively supporting dealers to meet their sales goals.

Day To Day You Will

• Boost customer satisfaction and dealer retention by maintaining a high NPS score through exceptional service and follow-up.
• Deliver prompt first responses and effectively qualify leads, ensuring timely allocation to Drive dealer partners and managing follow-up surveys.
• Ensure data accuracy in all customer interactions and prepare timely dealer performance reports.
• Efficiently resolve issues by identifying and escalating problems, aiming to reduce repeat customer contacts.
• Stay informed on Drive Marketplace platform changes, product updates, and market trends to provide expert guidance to consumers and dealers.

What you'll bring:

• 1-2 years of customer service/success experience, ideally in digital advertising, e-commerce, or automotive.
• Strong communication skills with a customer-first approach.
• Proficiency in CRM platforms like Salesforce.
• A knack for data analysis to support client goals.
• Excellent organisational skills and the ability to multitask effectively.
• Comfort working independently and collaboratively with various teams.

🟢 Please consider applying even if you don't meet 100% of what’s outlined 🟢

Key Responsibilities

• ⭐ Boosting customer satisfaction
• ⏱️ Delivering prompt responses
• 📋 Ensuring data accuracy

Key Strengths

• 🤝 Customer service experience
• 🗣️ Communication skills
• 💻 CRM proficiency
• 📊 Data analysis
• 🗂️ Organisational skills
• 🤝 Team collaboration

Why Nine is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with Nine not with Hatch.