Customer Experience Agent

📌 Core Information

🔹 Job Title: Customer Experience Agent

🔹 Company: My NRMA

🔹 Location: Bundaberg, Queensland, Australia

🔹 Job Type: On-site

🔹 Category: 🎧 Customer Experience (CX)

🔹 Date Posted: Mon Mar 31 2025 06:11:05 GMT+0000 (Coordinated Universal Time)

🔹 Experience Level: 0-2 years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Creating memorable rental experiences for customers
• Maximizing sales and service opportunities
• Managing a premium vehicle fleet
• Assisting with driving and car valet services as needed

ASSUMPTION: This role likely emphasizes face-to-face customer interaction, requiring skills in sales and customer service. Based on the context, the focus on premium service suggests that maintaining high service standards is crucial.

📋 Key Responsibilities

✅ Create the best rental experience by maximizing sales and service opportunities.

✅ Actively promote and sell additional vehicles and optional extras.

✅ Manage the premium vehicle fleet and sell additional services.

✅ Assist with driving and valeting cars when required.

ASSUMPTION: Responsibilities are centered around customer interfacing and operational support within the branch, possibly requiring multitasking across sales and fleet management.

🎯 Required Qualifications

Education: Not specified

Experience: Experience in sales in retail, dealership, technology, insurance, or real estate is preferable but not essential.

Required Skills:

• Sales expertise
• Flexibility with work hours
• Exceptional written and verbal communication skills
• Attention to detail

Preferred Skills:

• Experience in similar industries
• Proven track record in customer service

ASSUMPTION: The role prefers candidates with a background in sales or customer-facing roles, but also welcomes entry-level candidates willing to adapt to a fast-paced environment.

💰 Compensation & Benefits

Salary Range: $28.69 per hour + casual & shift loadings + monthly incentives

Benefits:

• Complimentary myNRMA membership with access to discounts
• Employee referral program with potential payment of up to $2,000
• Potential opportunities across the NRMA Group
• Uniform and staff car parking provided

Working Hours: Rotating roster between 6 am and midnight, Monday to Sunday, including holidays

ASSUMPTION: Compensation includes hourly pay with additional incentives, suggesting a performance-driven environment. The flexibility requirement implies a need for availability during a wide range of hours.

📌 Applicant Insights

🔍 Company Context

Industry: Travel Arrangements

Company Size: 201-500 employees (indicative of a mid-sized company offering personal growth opportunities)

Founded: 1993

Company Description:

• Member-owned and guided by extensive industry expertise
• Focuses on creating memorable holiday moments
• Management and development of tourist parks and resorts

Company Specialties:

• Tourist Park and Resort Management
• Holidays and Camping
• Caravanning

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

ASSUMPTION: As part of a diverse business group, My NRMA offers varied career paths. This context suggests opportunities for employee mobility within the company.

📊 Role Analysis

Career Level: Entry-level to early career, suitable for people with little to moderate experience in customer service and sales

Reporting Structure: Likely reports to Branch Manager or Customer Experience Supervisor

Work Arrangement: On-site, ensuring direct interaction with clients and team members

Growth Opportunities:

• Potential to move into supervisory or managerial roles
• Opportunities to join different branches within the NRMA Group
• Skill development in sales and customer service

ASSUMPTION: The role's entry-level nature implies structured growth and learning opportunities, particularly in sales and operational management.

🌍 Location & Work Environment

Office Type: On-site branch office focused on customer service

Office Location(s): Bundaberg, Queensland, Australia

Geographic Context:

• Bundaberg is a regional city with a strong local community
• Close to tourist attractions contributing to potential for tourism-related roles
• Access to vibrant local amenities and services

Work Schedule: Flexible schedules with required availability for various shifts and weekends

ASSUMPTION: Being in a tourist city, the location may offer a dynamic customer base, enhancing the role's variety with interactions across cultures and demographics.

💼 Interview & Application Insights

Typical Process:

• Submit application through the NRMA careers page
• Initial phone or video screening
• In-person or virtual interview with the hiring manager

Key Assessment Areas:

• Sales acumen and customer service skills
• Communication and problem-solving abilities
• Flexibility and adaptability to work schedules

Application Tips:

• Emphasize any customer-facing or sales experience
• Highlight your ability to manage tasks efficiently
• Demonstrate your adaptability and willingness to work varied hours

ATS Keywords: Customer Service, Sales, Communication Skills, Flexibility

ASSUMPTION: The application process may include behavioral questions to assess interpersonal skills and adaptability, critical for a customer-facing role.

🛠️ Tools & Technologies

• Rental management system
• Customer relationship management (CRM) software
• Standard office software for daily operations

ASSUMPTION: Familiarity with general CRM tools is beneficial, given the role's focus on customer service and rental management.

👔 Cultural Fit Considerations

Company Values:

• Innovation and transformation in travel experiences
• Commitment to customer satisfaction
• Integrity and respect within the workplace

Work Style:

• Team-oriented environment
• Customer-focused with a proactive approach
• Adaptable and open to learning

Self-Assessment Questions:

• Do you enjoy interacting with diverse customer bases?
• Are you comfortable with a flexible work schedule?
• Can you thrive in a dynamic, fast-paced environment?

ASSUMPTION: Emphasis on customer satisfaction and collaboration is a significant cultural component, indicating a supportive work environment that values both individual and team contributions.

⚠️ Potential Challenges

• Managing diverse customer expectations
• Handling workload during peak tourism seasons
• Adapting to flexible schedules including weekends and holidays
• Continuous learning about changing vehicle technologies

ASSUMPTION: The role's dynamic nature suggests periods of high demand during holidays, requiring effective time management skills.

📈 Similar Roles Comparison

• Compared to standard retail roles, involves more operational responsibilities
• Focuses more on service quality and customer satisfaction
• Provides opportunities for skill development in fleet management

ASSUMPTION: The role differs from basic customer service positions in its integration of sales and operational duties, indicating a comprehensive skill-building opportunity.

📝 Sample Projects

• Customer feedback initiative to improve service quality
• Operational efficiency enhancements within the branch
• Sales strategy development for optional extras

ASSUMPTION: Project involvement may enhance practical understanding of business operations and customer relation dynamics.

❓ Key Questions to Ask During Interview

• What does a typical day look like for this role?
• How does this position contribute to the branch’s success?
• What are the expectations during peak and off-peak seasons?
• What growth opportunities are available within NRMA?
• How is performance measured for this role?

ASSUMPTION: These questions can provide insights into expectations and career advancement, aiding candidates in aligning their goals with company objectives.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the NRMA careers page
• Prepare your resume to highlight key skills and experience
• Be ready for a potential phone or video interview
• Research the company thoroughly to ask informed questions
• Follow up post-interview to express continued interest and gratitude

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.