ABOUT TYROOLA
Tyroola is Australia's leading pure play e-commerce platform for tyres and wheels, with the largest selection of products from top manufacturers.
We are proud disruptors of the $5 billion traditional tyre industry, where 95% of the sector still operates offline, and we are pioneering a significant shift to online tyre purchases.
But more than being the region's premier online tyre retailer, Tyroola distinguishes itself as a marketing and technology-driven company. Our recent addition to the Michelin Group, a global automotive industry leader, positions us for accelerated growth and innovation.
We are currently the fastest-growing online tyre retailer in Australia and New Zealand.
Our commitment to innovation and operational efficiency is at the forefront of our success. Imagine a driven, agile, and collaborative workplace – that's Tyroola.
If you are passionate about contributing to business growth, shaping the future, and delivering exceptional service and support to those who need it, Tyroola is the place for you
JOB RESPONSIBILITIES AND EXPERIENCE REQUIRED
We are seeking a detail-oriented and proactive individual to manage and oversee customer reviews across various platforms. This role involves monitoring, responding to, and analysing reviews to improve customer satisfaction, brand reputation, and business performance.
A. In this role, you’ll be responsible for the following tasks:
- Monitor customer reviews on platforms such as Google, Product Review, Trustpilot, Facebook, and industry-specific sites. Respond professionally and promptly to both positive and negative reviews, adhering to the brand's tone and guidelines.
- Resolve customer escalation complaints by coordinating with internal departments to investigate issues and provide appropriate solutions.
- Responding to customer inquiries on Facebook and handling customer escalation cases.
- Report on review trends, common themes, and customer sentiment using analytics tools.
- Develop strategies to encourage satisfied customers to leave positive reviews.
- Ensure compliance with platform guidelines and company policies when handling reviews.
- Collaborate with the marketing and customer service teams to share feedback and suggest improvements based on customer input.
- Create and maintain SOPs for review management and escalation processes.
B. Strong Candidate’s experience and qualifications will include:
- Excellent written communication and interpersonal skills
- Strong analytical skills and attention to detail
- Experience with CRM tools, review monitoring platforms, or social media
- Customer service or reputation management experience preferred
- Ability to remain calm and professional under pressure
- Proficiency in reporting and presentation tools (e.g., Excel, Google Sheets, or Power BI)
Preferred Qualifications:
- Bachelor’s degree in Communications, Marketing, Business, or related field
- Familiarity with SEO and how reviews affect online visibility
- Experience in a similar role
If you have a passion for delivering exceptional customer experiences, excellent communication skills, the ability to handle difficult customer interactions on social media platforms and knowledge of the tyre and wheel industry, we would love to hear from you. Join our team and help us provide top-notch customer support through the power of social media!
WORKING WITH US
At Tyroola, we value attitude, ability, and skills. Our diverse and dynamic team thrives in a flat organizational structure that promotes open communication, feedback, and collaboration. We invest in our people, empowering them through training opportunities that support their personal and professional growth. As a data-driven company, metrics and analytics guide us, making sure that our customers always come first. Committed to innovation, we strive to stay agile in a rapidly evolving market and drive success through a customer-centric and entrepreneurial mindset.
WHAT’S IN IT FOR YOU
Join Tyroola and unlock a world of opportunities! You'll benefit from our competitive compensation packages, and flexible work arrangements and gain access to pathways for career advancement. Play a pivotal role in shaping the future of the e-commerce tyre industry while enjoying the advantages of a permanent work-from-home set-up
Job Type: Full-time
Schedule:
- 8 hour shift
- Day shift
Application Question(s):
- Do you have a current notice period to serve should you be offered a role to work with Tyroola? Please indicate.
- What is your Salary Expectation?
Experience:
- Social Media Customer Support: 3 years (Required)
- SEO: 3 years (Required)
Work Location: Remote
