📍 Job Overview

Job Title: B2B Customer Support Specialist
Company: carsales
Location: Melbourne, Victoria, Australia
Job Type: Contract
Category: Customer Support
Date Posted: 2025-08-12
Experience Level: 2-5 years
Remote Status: On-site

🚀 Role Summary

Key Responsibilities: Provide exceptional support to B2B customers, including Dealers, Performance Managers, and Business Development Managers (BDMs) across phone, email, and LiveChat.
Key Skills: Customer support, technical support, troubleshooting, communication, interpersonal skills, collaboration, attention to detail, organizational skills, time management.
Key Challenges: Handle a high volume of customer inquiries, troubleshoot technical issues, and maintain accurate records of customer interactions.

📝 Enhancement Note: This role requires a strong customer focus, excellent communication skills, and the ability to multitask and prioritize in a fast-paced environment. Previous B2B customer support experience is highly desirable.

💻 Primary Responsibilities

Customer Interaction: Act as the first point of contact for B2B customers, handling general and technical inquiries, and providing solutions or escalating issues as necessary.
Troubleshooting: Diagnose and resolve customer issues, ensuring a high standard of customer service and brand representation.
Record Keeping: Maintain accurate records of customer interactions and resolutions in CRM systems.
Collaboration: Work closely with internal teams to resolve complex customer issues and ensure timely follow-up.
Customer Education: Educate customers on platform features, updates, and best practices to maximize value.

📝 Enhancement Note: This role requires a proactive approach to customer support, with a focus on preventing issues and anticipating customer needs.

🎓 Skills & Qualifications

Education: A relevant bachelor's degree or equivalent experience in customer support, sales, or a related field.

Experience: Proven experience in customer support or client service, preferably in a B2B environment.

Required Skills:

Strong troubleshooting skills
Excellent communication and interpersonal skills
High attention to detail
Strong organizational and time management skills
Ability to collaborate effectively with internal teams
Customer-focused mindset

Preferred Skills:

Experience with CRM systems
Knowledge of the automotive industry
Familiarity with carsales products and services

📝 Enhancement Note: While not required, experience with CRM systems and knowledge of the automotive industry could provide a competitive advantage in this role.

📊 Customer Portfolio & Project Requirements

Portfolio Essentials:

A track record of successful customer support, with examples of complex issues resolved and positive customer feedback.
Evidence of strong communication skills, both written and verbal.
Examples of proactive customer support, such as anticipating customer needs or implementing process improvements.

Technical Documentation:

Detailed records of customer interactions, including issue descriptions, resolutions, and follow-up actions.
Process documentation or workflows demonstrating a structured approach to customer support.

📝 Enhancement Note: As this role involves handling sensitive customer information, it is essential to maintain strict confidentiality and adhere to data protection guidelines.

💵 Compensation & Benefits

Salary Range: The salary range for this role is estimated to be AU$60,000 - AU$75,000 per annum, based on industry standards for customer support roles in Melbourne, Australia.

Benefits:

24 weeks paid parental leave for primary caregivers
Four weeks paid parental leave for secondary caregivers
Six weeks paid gender affirming care leave
Flexible working options, including part-time work
Circle Back Initiative Employer commitment to respond to every job applicant

Working Hours: Full-time, Monday to Friday, with a flexible start and finish time. Occasional weekend work may be required to cover peak periods.

📝 Enhancement Note: The salary range provided is an estimate based on market research and may vary depending on the candidate's experience and skills.

🎯 Team & Company Context

🏢 Company Culture

Industry: carsales operates in the automotive industry, with a focus on online classifieds and digital marketing services for car dealers and private sellers.

Company Size: carsales is a large organization with over 1,000 employees, providing ample opportunities for career growth and development.

Founded: carsales was founded in 1997 and has since grown to become one of Australia's leading online automotive classifieds websites.

Team Structure:

The Dealer Services team is the frontline of support for B2B customers, with a focus on delivering expert guidance and technical help.
The team consists of customer support specialists, team leaders, and managers, all working together to ensure a smooth and informed customer experience.

Development Methodology:

carsales uses a customer-centric approach to product development, with a focus on continuous improvement and innovation.
The company encourages a collaborative and inclusive work environment, with regular team meetings and training opportunities.

Company Website: https://www.carsales.com.au/

📝 Enhancement Note: carsales is committed to fostering a diverse and inclusive workplace, with a range of flexible working options on offer to support work-life balance.

📈 Career & Growth Analysis

Customer Support Career Level: This role is suited to an intermediate-level customer support professional with 2-5 years of experience in a B2B environment.

Reporting Structure: The B2B Customer Support Specialist reports directly to the Team Leader within the Dealer Services team.

Technical Impact: This role has a direct impact on customer satisfaction and brand reputation, with the potential to influence product development and improvement based on customer feedback.

Growth Opportunities:

Career Progression: With experience and strong performance, there is the potential to progress to a Team Leader or Senior Customer Support role.
Skill Development: carsales offers regular training and development opportunities, allowing customer support specialists to expand their skills and knowledge.
Leadership Development: carsales encourages employees to take on leadership roles within the team, with opportunities to mentor new team members and contribute to process improvement.

📝 Enhancement Note: carsales is committed to supporting the career development of its employees, with a focus on providing opportunities for growth and advancement.

🌐 Work Environment

Office Type: carsales has a modern, open-plan office in Melbourne, with a collaborative and inclusive work environment.

Office Location(s): 401 Collins Street, Melbourne VIC 3000, Australia

Workspace Context:

Collaborative Environment: The office features open workspaces, encouraging collaboration and communication between team members.
Technology: carsales provides modern technology and tools to support customer support specialists in their roles, including CRM systems and communication platforms.
Work-Life Balance: carsales offers flexible working options, including part-time work and remote work arrangements, to support work-life balance.

Work Schedule: Full-time, Monday to Friday, with a flexible start and finish time. Occasional weekend work may be required to cover peak periods.

📝 Enhancement Note: carsales is committed to providing a safe and inclusive work environment, with a range of policies and procedures in place to support employee well-being and diversity.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to discuss the role and assess cultural fit.
Behavioral Interview: A more in-depth interview focusing on customer support scenarios and problem-solving skills.
Role-Play: A practical exercise simulating customer interactions and troubleshooting scenarios.
Final Interview: A meeting with the Team Leader or Manager to discuss the role and next steps.

Portfolio Review Tips:

Prepare examples of successful customer support, demonstrating strong communication skills and problem-solving abilities.
Highlight any experience with CRM systems or the automotive industry.
Showcase a proactive approach to customer support, with examples of anticipating customer needs or implementing process improvements.

Technical Challenge Preparation:

Brush up on troubleshooting skills and customer support best practices.
Familiarize yourself with the carsales products and services.
Prepare questions to ask the interviewer about the role and the team.

ATS Keywords: Customer Support, Technical Support, Troubleshooting, Communication, Interpersonal Skills, Collaboration, Attention to Detail, Organizational Skills, Time Management, CRM, Automotive Industry, B2B, Customer Service, Problem-Solving, Process Improvement

📝 Enhancement Note: carsales uses an Applicant Tracking System (ATS) to manage job applications. Including relevant keywords in your resume and cover letter can help your application stand out and increase your chances of success.

🛠 Technology Stack & Customer Infrastructure

Customer Support Tools:

CRM system (e.g., Salesforce, Zendesk, or similar)
Communication platforms (e.g., email, phone, LiveChat)
Troubleshooting guides and resources

Customer Infrastructure:

carsales website and mobile app
Customer relationship management (CRM) system
Customer feedback and review platforms

📝 Enhancement Note: Experience with CRM systems and customer support tools is highly desirable for this role. Familiarity with the carsales products and services is also beneficial.

👥 Team Culture & Values

Customer Support Values:

Customer Focus: carsales prioritizes customer satisfaction and strives to deliver exceptional customer service.
Empathy: The team values active listening and understanding customer needs to provide tailored solutions.
Professionalism: carsales expects a high standard of customer service, with a focus on brand representation and integrity.
Continuous Improvement: The team is committed to learning and improving, with a focus on process improvement and innovation.

Collaboration Style:

Cross-Functional Collaboration: The Dealer Services team works closely with other departments, including sales, marketing, and product development, to ensure a seamless customer experience.
Peer-to-Peer Learning: carsales encourages a collaborative and inclusive work environment, with regular team meetings and training opportunities.
Regular Communication: The team maintains open lines of communication, with daily stand-ups and regular team meetings to discuss progress and address any challenges.

📝 Enhancement Note: carsales is committed to fostering a positive and inclusive work environment, with a focus on supporting employee well-being and development.

⚡ Challenges & Growth Opportunities

Customer Support Challenges:

High Volume of Inquiries: The role requires the ability to handle a high volume of customer inquiries efficiently and effectively.
Complex Issues: Customer support specialists must be able to diagnose and resolve complex technical issues, often under pressure.
Customer Expectations: carsales customers have high expectations for customer service, requiring a proactive and customer-focused approach.

Learning & Development Opportunities:

Training and Development: carsales offers regular training and development opportunities, allowing customer support specialists to expand their skills and knowledge.
Mentoring: Experienced team members provide mentoring and guidance to new team members, supporting their professional growth and development.
Process Improvement: Customer support specialists are encouraged to identify opportunities for process improvement and contribute to team goals and objectives.

📝 Enhancement Note: carsales is committed to supporting the professional development of its employees, with a focus on providing opportunities for growth and advancement.

💡 Interview Preparation

Technical Questions:

Customer Support Scenarios: Prepare for behavioral interview questions focusing on customer support scenarios and problem-solving skills.
Troubleshooting Skills: Brush up on troubleshooting skills and customer support best practices.
Industry Knowledge: Familiarize yourself with the automotive industry and carsales products and services.

Company & Culture Questions:

Company Values: Research carsales company values and be prepared to discuss how you align with them.
Team Dynamics: Prepare questions to ask the interviewer about the team and work environment.
Career Growth: Be ready to discuss your career goals and how this role fits into your long-term plans.

Portfolio Presentation Strategy:

Customer Support Examples: Prepare examples of successful customer support, demonstrating strong communication skills and problem-solving abilities.
Customer Feedback: Highlight any positive customer feedback or testimonials that showcase your customer support skills.
Process Improvement: Prepare examples of process improvement or innovation, demonstrating your ability to contribute to team goals and objectives.

📝 Enhancement Note: carsales values proactive and customer-focused candidates, so be prepared to demonstrate your ability to go above and beyond in your customer support role.

📌 Application Steps

To apply for this B2B Customer Support Specialist position:

Submit your application through the carsales careers website.
Customize your resume and cover letter to highlight your customer support experience and skills.
Prepare for the phone screen and behavioral interview by reviewing customer support scenarios and troubleshooting best practices.
Research carsales company values and be prepared to discuss how you align with them.
Prepare questions to ask the interviewer about the role, team, and company culture.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Customer Support-Specific Focus:

Tailor every section specifically to customer support roles, with a focus on customer interaction, troubleshooting, and problem-solving skills.
Include customer support methodologies, communication best practices, and process improvement techniques.
Emphasize customer portfolio requirements, live project demonstrations, and customer feedback analysis.
Address customer support team dynamics, cross-functional collaboration with sales and marketing teams.
Focus on customer support career progression, technical leadership opportunities, and customer experience measurement.

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information.
Only include Enhancement Notes when making significant inferences about customer support processes, team structure, or company culture.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute customer support and related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and customer support specialization.

Industry Expertise:

Include specific customer support tools, communication platforms, and troubleshooting resources relevant to the role.
Address customer support career progression paths and technical leadership opportunities in customer support teams.
Provide tactical advice for customer portfolio development, live demonstrations, and project case studies.
Include customer support-specific interview preparation and coding challenge guidance.
Emphasize customer support best practices, process improvement, and customer experience design principles.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use customer support and related terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to customer support professionals.
Provide actionable insights that give customer support candidates a competitive advantage.
Focus on customer support team culture, cross-functional collaboration, and customer impact measurement.

Customer Focus & Portfolio Emphasis:

Emphasize customer support best practices, communication principles, and process improvement techniques.
Include specific portfolio requirements tailored to the customer support discipline and role level.
Address customer feedback analysis, user experience design principles, and customer satisfaction metrics.
Focus on problem-solving methods, performance optimization, and scalable customer support architecture.
Include technical presentation skills and stakeholder communication for customer projects.

Avoid:

Generic business jargon not relevant to customer support roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-customer support terminology unless relevant to the specific customer support role.
Marketing language unrelated to customer support, sales, or user experience.

Generate comprehensive, customer support-focused content that serves as a valuable resource for customer support professionals evaluating career opportunities and preparing for technical interviews in the customer support industry.

B2B Customer Support Specialist