Based in Melbourne, your attention to detail will be superior and your written and verbal communication skills will be your greatest assets. Reporting to the Head of Client Services, you will work in a team that consists of Client Success, Marketing and Customer Support.

Your creative, positive, can-do attitude will be the key to your success in this role. In this role you’ll be the positive force behind our customer service, ongoing car park presentation and maintenance schedules, client success and onboarding and will be the first point of client phone calls in Melbourne. You will ensure DIVVY’s car parks run smoothly and efficiently and our client’s expectations are always met.

Primary purpose of the role

The purpose of the Customer Experience Ambassador is to ensure all representations of DIVVY Parking are positive and meet our brand standards. This includes the customer service our parkers experience whilst visiting a DIVVY car park, the cleanliness of our car parks, ensuring all our signage is correct and accurate, visiting Client’s for monthly meetings and overall ensuring that every touch point for parkers and client’s is a positive one. This role supports the customer engagement strategies aligned with marketing, sales, operations and other relevant departments.

Key Accountabilities

Visit DIVVY Parking car parks and run through the checklist of presentation and maintenance items

Play a leading role in the growth and management of our client’s car parks in Victoria

Monitor, analyse and report on the performance of our customer experience at DIVVY car parks via customer surveying, collecting client feedback and monitoring the flow of traffic at car parks

Attend client meetings in person, including monthly and quarterly update meetings

Partner with key internal business units to provide strategic communications and marketing advice and solutions to meet project objectives

Assist with the development of communication and marketing materials required at each car park to ensure information is always up to date and accurate

Meet external contractors on site to assist with briefs for signage and equipment maintenance

Monitor the performance of external contractors to ensure they’re meeting the KPI’s set by DIVVY Parking for car park presentation

Build and nurture relationships with Facilities Managers, Property Managers and tenants of buildings to assist with the onboarding and ongoing communications regarding DIVVY Parking’s products and services

Work closely with the Client Success Representative’s and attend training sessions and produce car park activity reports

Maintain a database of client contacts and other important client information

Taking manual handheld payments at car park boom gates when required

When required, stand at boom gates and collect data on entries and exits, how parkers are interacting with DIVVY Parking equipment, assist customers in learning how to use our systems and provide friendly and positive customer experiences for all parkers

Escalate technical issues to the Operations team in a timely manner

Providing customer feedback to the Client Services Manager to pass on to internal relevant departments

Assist with sales enquiries for fleet parking and corporate parking customers

Essential requirements:

Ability to travel interstate if required

Current full Australian Driver’s License

Flexibility of working hours to assist the business with sales functions such as car park counting, onboarding and the attendance of conferences and events

Good computer and literacy skills

Ability to identify and resolve operational issues

Knowledge of how to create a strong customer focus culture

Minimum 3 years’ experience in a similar role of Client/Customer Success or Facilities management