Splend

Operations Coordinator

Posted 23 Days Ago

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Melbourne, Victoria

In-Office

Mid level

Transportation • Travel

The Role

The Operations Coordinator manages customer onboarding and vehicle exchanges, ensuring smooth hub operations and excellent customer experiences post-sale, while solving customer issues and coordinating with teams.

Summary Generated by Built In

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 straight forward, no strings attached access to vehicle ownership.

But we aren’t just about vehicle ownership; We are also fast-tracking the transition to green mobility, and we are leading the way globally in reducing the carbon footprint of the transportation sector 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 position is responsible for ensuring that all day-to-day hub operations related to customer management run smoothly. As the primary point of contact for customers after they have 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 that 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 License
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

Splend is a dynamic growth company with a shared vision for success. Our benefits are thoughtfully designed to attract individuals who thrive in an environment where they can contribute to and celebrate in the process of building a global brand with true impact.

At Splend, we value diversity and inclusion and consider it as 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.

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The Company

Sydney, New South Wales

135 Employees

Year Founded: 2015

What We Do

Splend provides eco-friendly and affordable cars to on-demand drivers, so they can focus on earning an income.

For over seven years, we’ve been helping drivers earn more, improve their ratings, and enjoy their jobs. How do we do that? By offering an unrivalled level of support for our customers.

We’re more than a car supplier. We provide resources and a community for drivers wanting to be their best. From dedicated support to advanced training and rewards, we help our customers take control of their careers with our flexible plans.

Splend was founded in Sydney in 2015. As on-demand driving became part of modern society, we expanded to nine cities across Australia, the Americas, and Europe, and grew our global team to over 150 employees.

We’ve helped students, retirees, former refugees, and single parents find work they love, which fits their lifestyle. We take pride in everything our members and teams achieved so far, and we’re only just getting started.