Customer Service Specialist

This is an exciting opportunity to join a dynamic Australian based, ASX listed technology business that provides SaaS solutions to the global automotive industry. Headquartered in Sydney, Infomedia has led innovation in aftersales technology within global automotive distribution networks for more than 25 years and continues to expand its reach within the three regions in which it operates.

Our aim is to empower our automaker and distribution partners by advancing their profitability, productivity, and customer service experience. Our unique approach to technology, with a modern integrated SaaS platform, supports more than 220,000 users in 186 countries and opens new opportunities to deliver a comprehensive suite of offerings across multiple customer segments.

Infomedia is one of few global SaaS platform providers in parts, service, data insights and e-commerce to the global automotive industry. More than 95% of revenue is recurring and over 80% of revenue is generated outside Australia. With a strong balance and clear strategic direction, the path to growth, organic and via acquisition, is clear.

The Role:

The Customer Service Specialist plays a vital role in ensuring customer success and satisfaction for all Infomedia products. As a member of the APAC Customer Service Team, you will be dedicated to fostering and maintaining high levels of customer satisfaction and strong relationships. Our goal is to always deliver exceptional service that not only meets but exceeds customer expectations, contributing to the overall success of Infomedia products.

What you’ll do:

• Supporting Customers from APAC markets in all products
• Product issue resolution
• Maintaining customer database
• Maintaining KPIs to ensure exceptional customer service
• Improving and maintaining product knowledge
• Liaising with internal departments to resolve issues
• Liaising with external partners to troubleshoot and resolve issues
• Provide and maintain regular status reports to Customer Service Manager on all ongoing tasks
• Use of tools and software to assist with troubleshooting
• Outbound campaign calls to existing customers
• Ad hoc remote training
• Putting our customers at the centre of everything you do!

Key Skills:

• Thai speaking preferable
• JIRA and Zendesk knowledge an advantage
• Experience with supporting SaaS solutions
• Automotive Industry nice to have
• Ability to partner effectively with stakeholders
• Be results driven with an eye on prioritization
• Have a strong customer focus
• Good communication style and
• Excellent time management skills

Culture and Benefits:

Here at Infomedia we take our team members and our service very seriously. We live by our core values of Accelerating Performance, Driving Innovation & Service, Navigating Global, Steering Locals and Having Fun in the Fast Lane. We work hard but we play hard too. We offer a robust benefits package including paid parental leave, flexible working arrangements, health perks, growth and career development and recognition.

Please note that you must have full Australian working rights to be eligible for this role, and only candidates who meet the above criteria will be contacted.

Infomedia is an equal opportunity employer and welcomes all qualified applicants. Infomedia does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.