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Job Description - Melbourne - Customer Experience Specialist (03VRS)
AU-VIC-Melbourne
Description - External
The Customer Experience Specialist (CXS) will work with customers and prospective buyers to earn and retain their loyalty to our customer, a globally recognized provider of high-quality automotive products and services. This will be accomplished by creating relationships based on understanding the customer's needs, concerns, lifestyle, and preferences by carefully listening to the customer, providing knowledge and resources, and resolving issues in a timely basis. In this role, the (CXS) is empowered to make decisions using customer satisfaction tools to resolve customer concerns and to ensure customer loyalty.
This position is a Single Point of Contact for customers to address sales, product knowledge, service issues, and dealer information, and to obtain resolutions.
Customer interaction will be accomplished through a combination of inbound/outbound phone, email, and other correspondence.
Responsibilities · Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm while guiding the customer from website to pre-buy experience, including:
o Vehicle knowledge and availability
o Local promotions for the brand
o Assist with specifications of vehicle
o Assist with customer/Dealer connection
o Educate the customer on products and services
· Act as a resource for all product knowledge and service support
· Scheduling activities as required for special events
· Actively listens to the customer while controlling the interaction to lead the customer in a professional and efficient manner
· Act as a liaison between customer, service support, and dealership by following up to ensure customer satisfaction
· Responsible for handling inbound customer calls regarding sales and service in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs
· Responsible for handling emails and chats
· Exhibit strong follow-up and organizational skills, in both verbal and written communication
· Responsible for resolving customer issues using all available resources, including Dealers i.e. Service Personnel, Subject Matter Experts', leadership, and Field Service Engineers.
· Return all email and voice mail messages promptly and follow up with customers and dealers as committed
· Responsible for documenting customer inquiries and concerns
· When necessary, use applicable customer satisfaction tools to resolve customer issues. Tools include financial assistance, service plans, payments, and maintenance plans
· Participate in business-related marketing and sales projects
· Ability to meet specified goals as set forth by management
· Provide feedback to management for the continued and improved performance of the department to foster positive results and growth
· Work as a team player – assist other team members when in need of support
· Other duties as assigned
Case Management · Practical application of time management is critical as specialists will focus on handling cases from initial concern to resolution
· Specialists will be trained on processes that include understanding of local laws
· Specialists will need to handle cases within the client's established timeline
· Successful agents in this role will utilize resources including an onsite Knowledge Base, Dealerships, local resources, and Part & Tech SMEs for case progression
· Critically important to agent success and customer satisfaction includes keeping our promise. Agents must follow up with customers on updates and timelines. Missing timelines to follow up leads to a poor customer experience and diminished brand loyalty
Education · High School Diploma required; Associate or Bachelor's degree preferred
Experience · 2 years of experience in a Customer Relations Contact Center, hospitality industry, or PR/Sales field
· Experience in a luxury field (hospitality or brand product) a plus
· Knowledge of the automotive industry a plus
Skills · High level of trust and integrity
· Strong verbal and written communication skills
· Strong customer service, interpersonal and relationship-building skills
· Time management and ability to prioritize projects and customer needs
· Conflict resolution skills – listen to the customer
· Exercise good service and business judgment with the end goal of customer satisfaction
· Excellent English language, oral and written, with grammatical knowledge and etiquette
· Ability to sway the opinion of others through verbal and/or written correspondence
· Ability to blend personality with a professional demeanor to provide the customer with a comfortable conversation
· Use of technology for product resourcing to resolve customer issues
· Knowledgeable in MS Office, Email, Texting, and Chat
· Ability to work through multiple computer screens
· Ability to work calmly under pressure
· Displays professionalism in demeanor, language, and appearance
Other · Call center environment
· Must be able to interact with all internal and external departments and contacts
· Must represent Percepta professionally with all customers and external organizations and contacts
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