Customer Service Officer

This is an exciting opportunity to join Hyundai Capital Australia (HCAU) during a period of significant growth! HCAU is the Australian finance provider for Hyundai, Kia and Genesis, delivering innovative finance solutions that support the Hyundai Motor Group (HMG) brands. HMG is Korea's 2nd largest conglomerate focusing on automobiles, auto parts, finance and more.

We’re currently seeking an experienced Customer Service Officer to join our Operations department reporting to our Senior Customer Contact Manager. Your role will be managing customer engagement across the lifecycle of the customer. You’ll be a key point of contact for customers, helping to ensure they receive timely, professional and positive service at every stage of their journey. This will involve responding to customer enquiries, coordinating with internal teams to resolve issues, maintaining accurate customer records and identifying opportunities to improve the overall customer experience.

What you’ll do:

• Manage customer queries received from all communication channels (Inbound calls, email and online chat) with a first-contact resolution approach.
• Adopt a customer focused approach to complaint management for internal dispute resolution (IDR) handling.
• Outbound calls to early-stage overdue customers.
• Outbound calls for retention activities as customers approach end of term.
• Assist in processing re-finance applications.
• Act as a point of contact for various Internal teams in resolving customer queries.
• Actively participate in team meetings, discussions and general feedback sessions.
• Actively participate in coaching and development sessions/trainings to co-create solutions that enhance individual performance and overall department/team performance.

Your skills & experience:

• Dependable and customer-focused with excellent verbal and written communication skills.
• Ability to work across multiple systems and processes to deliver outstanding customer outcomes.
• Strong organisation skills with the ability to demonstrate active listening and problem solving.
• Ability to work in a fast-paced environment managing multiple tasks and prioritise workloads.
• Sound understanding of RG271 IDR process requirements.
• Ideally 3+ years in customer service call centres with some experience in customer resolution and complaints management.
• Experience analysing and ensuring adherence to policies and procedures.

What we offer you:

• A flexible hybrid working environment.
• WELL Core Platinum certified office.
• Competitive base salary & bonus structure.
• Health & Wellbeing allowance.
• Access to our Employee Assistance Program.
• 14 weeks of paid parental leave for primary carers.
• A fun and collaborative team with great work life balance.
• Employee Car Benefit Scheme.

HCAU is an equal opportunity employer. We celebrate diversity and are committed to building a team that represents a variety of backgrounds, perspectives and skills. We support an inclusive environment for all employees and employment is decided on the basis of qualifications, merit and business need. If reasonable accommodation is required to fully participate in our interview process please contact: ***********@au.hcs.com