Customer Support Representative

Permanent | Full-time | Hybrid (1 day/WFO, Sydney City)

ABOUT THE ROLE

We are looking for a hands-on Customer Support Representative to improve customer outcomes and strengthen retention. Bringing strong customer service skills with problem-solving abilities and a proactive approach to identifying business growth opportunities, you will help shape how we deliver a consistent, high-value experience for our customers as the business grows.

The products you’ll support:

EasyCars is the dealer management system of choice for independent used car dealers across Australia, bringing inventory, compliance, finance and sales into one place.

WorkshopMate powers mechanical workshops nationwide, managing bookings, job cards, parts, invoicing and customer communication end-to-end.

What you'll be doing:

• Support customers with system, account and service-related enquiries, delivering timely and professional assistance.
• Manage customer requests through the ticketing system, ensuring issues are investigated, resolved and communicated effectively.
• Follow up with customers to confirm successful resolution and maintain a positive customer experience.
• Handle customer cancellation requests with empathy, seeking to understand concerns and identify opportunities to retain customers where appropriate.
• Monitor customer feedback and recurring issues, recommending improvements to enhance the customer experience and reduce churn.
• Identify opportunities to promote relevant products, features and services that deliver additional value to customers.
• Build strong customer relationships that drive product adoption, engagement and long-term retention.
• Assist with customer onboarding, training and education to help users maximise the value of our platform.
• Develop and maintain support resources, including knowledge base articles, FAQs and customer documentation.
• Collaborate with Product, Technical, Operations and Sales teams to resolve issues, share customer insights and improve service delivery.
• Contribute to continuous improvement initiatives that enhance customer outcomes, team efficiency and overall service quality.

ABOUT YOU

• To be successful in this role, you will have:
• Experience in customer service, customer success, account management or a similar customer-facing role.
• Strong problem-solving skills and the ability to manage multiple customer enquiries effectively.
• Excellent communication and relationship-building skills.
• A customer-first mindset with a genuine desire to help customers succeed.
• Confidence identifying retention, upselling and cross-selling opportunities that align with customer needs.
• Experience using CRM, ticketing or customer support systems.
• A proactive approach to continuous improvement and teamwork.

WHY WORK FOR PICKLES

Since 1964, Pickles has powered trusted marketplaces that bring people together, delivering value for our customers whilst remaining authentic. We are the Australian leaders in asset remarketing across industrial, motor vehicles, salvage, mining, oil & gas, agriculture industries and employ a broad team of specialists to make this happen.

Pickles offers a variety of employee benefits and programs that make being part of our team truly rewarding:  

• Up to five extra days of leave each year and ability to earn an annual bonus after a qualifying period
• Cash vouchers and formal recognition awards
• Study assistance to support relevant courses or qualifications with robust career pathways available
• Paid parental leave for primary and secondary carers
• Bonus for referring talented people who join and succeed at Pickles
• Access to the employee assistance program for you and your family

At Pickles we value diversity and inclusion and encourage Aboriginal and Torres Strait Islander peoples and those from diverse backgrounds to apply.

Please understand only suitable candidates will be contacted. Reference and criminal history checks apply. Internal applicants must have completed 6 months’ probation.

Visit our website at www.pickles.com.au to find out more!