Customer Operations Representative

As part of your application, you’ll complete an assessment designed to evaluate your skills before day one—so you can hit the ground running. You’ll also experience realistic role simulations, giving you a genuine insight into what working with us looks like.

To set you up for success in your career with Toyota Finance, you will start in the classroom for 2 weeks, where you will learn all you need to know about our products, processes and systems. Then you will spend a week transitioning to your team in a mentoring hub followed by 4–6 weeks of coaching and support to help you embed your new knowledge and skills before you take over the reins. Once you have achieved the role expectations which is generally at the 6mth mark you will then have the opportunity to be upskilled in our insurance or retention activities where you will be rewarded with a salary increase.

After performing in the role for a minimum of 12 months, we can then help you build a development plan that can assist you in identifying and preparing for other roles within Toyota Finance if that is what you want to do.

On average you will take up to 50-60 calls/emails per day. As with all contact centre roles there are key metrics to achieve which include average handling time, quality assurance, roster adherence and post call customer surveys. We are proud of the supportive environment we have created which includes a minimum of two coaching sessions per month, a monthly catch up with your manager to discuss your development plan as well as team meetings and huddles. You will:

Engage with customers to provide solutions to their car loan & insurance queries

Assist our customers to meet their vehicle finance needs

Provide excellent customer service at all times

Contribute to the success of our business through making recommendations for improvement and taking ownership of your own results

Meet the high standards expected within our culture and customer expectations such as call handling times and call quality

We'd love to hear from you, even if you don't meet every requirement. We value diverse experiences and backgrounds, knowing that different perspectives help us create better solutions for our customers.

You'll bring:

Strong customer service experience with a customer-first mindset

The ability to confidently manage challenging customer conversations in a professional manner

Excellent verbal and written communication skills

Strong active listening, rapport-building, and problem-solving abilities

Experience working in a fast-paced or KPI-driven environment

Confidence using Microsoft Office applications and multiple systems simultaneously

Strong organisational skills and attention to detail

The ability to work both independently and as part of a team

A positive attitude and willingness to learn, adapt, and continuously develop

Previous contact centre experience is advantageous; however, we also welcome candidates from customer-focused environments such as:

Retail

Hospitality

Banking and financial services

Administration

Insurance

Customer service and support roles

At Toyota Finance Australia, we are committed to helping our people succeed both professionally and personally.

Our benefits include:

Hybrid working arrangements

26 weeks paid primary carer's leave and 8 weeks paid secondary carer's leave

Discounted novated-style vehicle leasing with the opportunity to drive a new Toyota every 11 months

Discounted vehicle purchase programs for you and your family

Professional development programs, study assistance, and paid study leave

Access to Australian Institute of Management courses

Internal mobility, secondments, and job rotation opportunities

Discounted private health insurance

Employee Assistance Program and mental health support services for you and your family

Annual salary reviews and performance-based reward opportunities

State-based social clubs and employee events

Flexible "dress for your day" approach

Modern office facilities, collaborative workspaces, premium coffee options, recreational areas, and wellbeing spaces

At Toyota Finance, we look beyond your resume. Our process begins with a skills assessment giving you insight into the role and an opportunity to showcase your strengths. Keep an eye on your inbox (and spam folder) for an email from our trusted partner Vervoe. You're welcome to find out more by visiting our careers page: https://tfacareers.com.au/

We are happy to adjust the recruitment process for your accessibility requirements. Please contact us and let us know your preferred type of communication and we will be in touch as soon as possible to discuss your requirements.

Toyota is an endorsed employer for all women. Please review the Work180 website for further information.

Come with us and help create the future