Senior Customer Service Representative
Carma
Salary undisclosed
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Description
The keys have been handed over, but a customer's experience with Carma doesn't end at delivery. As Senior Customer Service Representative, you'll be the person customers can turn to when they have a question, need to return a car or something isn't right. You'll listen, give clear updates and work with the right teams to get each case moving. When the answer isn't the one a customer hoped for, you'll explain it honestly and help them understand what happens next.
Key Responsibilities
- Be the first point of contact for customers with post-delivery questions, concerns or return requests.
- Own difficult conversations with care: listen, set clear expectations and keep customers updated as you work towards a resolution.
- Work with colleagues across Carma to resolve vehicle issues, coordinate returns and support customers through trial and warranty queries.
- Follow the right processes, keep accurate case records and help the team understand recurring issues and opportunities to improve.
Skills, Knowledge and Expertise
- Experience in customer experience roles across phone, email, text and face-to-face
- Clear communication and the confidence to handle difficult conversations with care.
- The initiative to investigate and solve problems independently, alongside strong relationships with internal and external stakeholders.
- Strong organisation and attention to detail when tracking cases and following processes.
Benefits
- Join one of Australia's fastest-growing automotive businesses and play a key role in building the teams behind our growth.
- Our open-plan office comes fuelled with fresh coffee, a snack stash for any craving, and Friday rooftop drinks to keep your energy in the fast lane!
- Sweet perks because, well, we're a car business—enjoy discounts on Carma cars, parts, and NRMA cover to rev up your ride!
At Carma, we're all about fostering an amazing culture where you can bring your best self to work. We value collaboration, innovation and having a laugh along the way. We're committed to diversity, inclusion and safe work practices, so no matter your background or experience (or car brand of choice!), we'd love to hear from you. Please let us know if you require any reasonable adjustments throughout the interview process.
Benefits
- Join one of Australia's fastest-growing automotive businesses and play a key role in building the teams behind our growth. Our open-plan office comes fuelled with fresh coffee, a snack stash for any craving, and Friday rooftop drinks to keep your energy in the fast lane! Sweet perks because, well, we're a car business—enjoy discounts on Carma cars, parts, and NRMA cover to rev up your ride! At Carma, we're all about fostering an amazing culture where you can bring your best self to work. We value collaboration, innovation and having a laugh along the way. We're committed to diversity, inclusion and safe work practices, so no matter your background or experience (or car brand of choice!), we'd love to hear from you. Please let us know if you require any reasonable adjustments throughout the interview process.
About this role
Carma is reshaping how Australians buy and sell pre-owned cars, and this role puts you at the centre of that experience once the sale is done. As Senior Customer Service Representative, you'll handle everything that comes after delivery—fielding questions, managing returns, investigating warranty issues and working across the business to resolve problems. You'll own the difficult conversations, explaining outcomes honestly and keeping customers informed every step of the way.
The role demands someone comfortable working across multiple channels (phone, email, text, face-to-face) with the communication skills to navigate tricky situations calmly. You'll need to track cases meticulously, spot patterns in recurring issues and work independently to solve problems while building strong relationships with colleagues and external partners. This is a full-time, in-office position in Sydney, Nova Scotia, suited to someone who takes initiative, pays attention to detail and can balance empathy with clear process discipline.
Carma offers the perks you'd expect from a growing automotive business—discounts on cars and parts, NRMA cover, and a collaborative open-plan environment with Friday rooftop drinks. The company is actively building its team and values people who bring their whole selves to work.
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Pay for this role
The employer didn't post a pay range for this role. That usually means pay is set in negotiation, which favors whoever arrives with numbers. Check ranges on comparable Senior Customer Service Representative postings in Sydney, and analyze any offer before you accept it.
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