Pre-Sales & Customer Experience Coordinator

About the us:

Ezytrail is a well-established Australian caravan business, celebrating 21 years in the industry, offering an extensive range of off-road, hybrid and on-road caravans through showroom locations across Australia. We are committed to helping customers find the right caravan for their lifestyle and delivering a professional experience from first enquiry through to showroom viewing, sales and ongoing customer support.

As we continue to grow, we are looking for a proactive and customer-focused Pre-Sales & Customer Experience Coordinator to join our team.

About the role

In this on-site role, the Pre-Sales & Customer Experience Coordinator is the first point of contact for customer service and new sales enquiries across phone, website chat, email, social media and website forms. The role ensures every enquiry and lead is acknowledged promptly, accurately recorded, handled professionally and directed to the right person or team. When customer-contact activity is quieter, the Coordinator will gather post-purchase feedback to help improve the experience for future customers.

Key responsibilities

• Answer incoming customer service phone calls promptly, professionally and warmly.

• Monitor the website live chat during rostered hours and respond within three minutes of each chat opening.

• Monitor the customer service inbox, assess each enquiry and either respond directly where appropriate or delegate it promptly to the relevant team member or department.

• Direct enquiries to the appropriate area, including Warranty, Aftersales/Spare Parts, Sales or Customer Experience.

• Ensure enquiries are not left unresolved by following up on delegated items where needed.

• Reply to customer comments and questions on Meta social channels in a timely, helpful and brand-appropriate manner.

• Escalate complaints, urgent customer concerns, safety issues, warranty matters or sensitive social-media interactions to the Customer Experience Manager or relevant department without delay.

• Capture all new sales enquiries received through phone, live chat, email, social media and website forms in the CRM.

• Complete initial lead qualification using the agreed qualification information and process.

• Allocate qualified leads to the appropriate branch in line with approved lead-allocation rules.

About you

• Strong customer-service and communication skills, both written and verbal.

• Friendly, confident and professional phone manner.

• Ability to manage several communication channels and prioritise competing enquiries.

• Excellent attention to detail and follow-through.

• Sound judgement when identifying when to resolve, delegate or escalate an issue.

• Comfortable using email, live-chat platforms, social-media platforms and customer-management systems.

• Experience in customer service, reception, sales support or administration is desirable.

• Customer-focused, approachable and calm under pressure.

• Proactive and organised.

• Reliable, responsive and accountable.