Customer Service Representative (Automotive Service Appointments)

Turn every call into a booked service. If you’re a confident, friendly voice who loves helping people and hitting goals, this is a role where your conversations directly drive results.

About the Role

You’ll join the service department of an established Australian automotive dealership as the first point of contact for customers. You’ll manage inbound service calls and leads, then follow up to turn enquiries into confirmed appointments. Your success is measured by one clear metric: booking conversion.

What You’ll Do

• Answer inbound service calls (about 80 calls a day across inbound and outbound), giving clear information on services, availability and pricing

• Convert enquiries into bookings by following up leads from the website, CRM and marketing campaigns

• Make proactive outbound calls to confirm, reschedule or rebook customers. This is not cold calling.

• Reconnect with customers whose parts have arrived, who missed appointments, or who have outstanding recommendations

• Create bookings and repair orders in the dealership management system (training provided)

• Keep accurate records of customer interactions and lead outcomes

• Coordinate with the service team so bookings match technician availability

• Share insights on booking trends and customer feedback with management

What You’ll Bring

• Excellent English communication, spoken and written

• Experience handling high call volumes in a customer-facing role

• A sales or conversion mindset: you enjoy turning “just asking” into “booked in”

• Strong attention to detail and record-keeping

• Availability for Mon–Fri, Australian business hours (no overtime, no weekends)

Nice to Have

• Background in automotive, dealership or service-booking environments

• Experience with Australian customers or a DMS/CRM platform

No mechanic knowledge needed, and full training on the booking system is provided.

What’s In It For You

• Stable, full-time, weekday-only schedule with no weekend or overtime work

• Clear expectations: one main KPI, with a defined escalation point when you need support

• Hands-on training in the system

• Direct exposure to international (Australian) customer service

• Real opportunity to build skills in automotive customer operations

Ready to Apply?

If you love the phones and the satisfaction of a full diary, we’d love to hear from you. Send your application today!