Customer Experience Consultant

Join to apply for the Customer Experience Consultant role at Splend

About Us

At Splend, we’re on a mission to fundamentally change the way people own and operate a vehicle. With a strategic focus on rideshare, we provide our customers straightforward, no-strings-attached access to vehicle ownership.

We’re also fast-tracking the transition to green mobility and leading the way globally in reducing the transportation sector’s carbon footprint by transitioning our fleet to electric vehicles.

About The Role

The Operations Coordinator at Splend is a face-to-face position that plays a crucial role in maintaining and enhancing customer relationships post‑sale. This role ensures that all day‑to‑day hub operations related to customer management run smoothly. As the primary point of contact for customers after they’ve been onboarded, you will handle everything from vehicle exchanges and returns to managing fleet operations and responding to customer inquiries.

Your goal is to solve problems efficiently while aligning solutions with business objectives, ensuring a seamless and exceptional customer experience across all touchpoints.

Responsibilities

• Manage customer onboarding, returns, vehicle exchanges, and fleet management.
• Proactively address and resolve customer issues, applying innovative problem‑solving skills to create solutions that align with both customer needs and business goals.
• Ensure every customer interaction post‑sale is handled with the utmost care and professionalism, aiming to provide a best‑in‑class customer experience that enhances loyalty and satisfaction.
• Monitor and manage the hub’s fleet of vehicles to ensure availability and readiness for customer needs, including coordination of maintenance and scheduling of vehicle exchanges.
• Serve as the primary point of contact for existing customers, ensuring clear and effective communication across all channels.
• Work closely with other team members to ensure a cohesive customer journey and collaborative work environment.

What You’ll Bring

• Ability to work across multiple functions within a retail or customer service environment.
• Excellent problem‑solving abilities with a customer‑centric approach to resolving issues.
• Proven track record in a customer service role, with a focus on delivering high‑quality customer experiences.
• Strong organisational and communication skills, capable of managing customer expectations and coordinating effectively with other teams.
• Ability to handle stressful situations with professionalism and a calm demeanour.
• Thrives in a customer‑facing retail environment.
• Empathy and interpersonal skills to understand and address customer needs effectively.
• A full Australian Driver’s Licence.
• Comfortable commuting to our South Melbourne hub daily.
• Able to work weekends as required.

What We Offer

• Performance‑based bonus.
• Salary packaging with 15% employer contributions for electric vehicles.
• A day off on your birthday.
• Employee Assistance Program.
• Dedicated Learning & Development platform.

At Splend, we value diversity and inclusion and consider it a key to our success. We are dedicated to fostering a workplace where everyone is respected and supported. We celebrate differences in race, gender, age, sexual orientation, religion, and ability, seeking diverse perspectives to drive us forward.

When you apply, let us know if there are any reasonable adjustments we can make to accommodate you during the interview process.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analysing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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