Customer Experience Associate - Professional Development Opportunities

Job description
 You will become a brand ambassador for multinational automotive brand-servicing clients in Australia and New Zealand.
 You should embody service excellence and be able to provide a caring, flexible and innovative approach when handling customer queries and providing solutions.
 As well as responding to the customer you will also work closely with other service providers.

General profile
 Attending to and coordinating the resolution of customer concerns through phone, mail, fax, email and internet-instigated enquiries.
 Provide specialist technical support to the authorized dealer network through phone, mail, fax and email
 Support the Supervisor/Operations Managers by providing regular reporting to track and monitor KPIs, designed to ensure customers consistently receive outstanding customer service.
 Liaise with all levels of stakeholders including Dealers, Product Specialists, executives and direct customers in order to facilitate the resolution of complex issues.
 Ability to work under pressure and flexible on working hours

Functional Knowledge
 Has extensive customer service knowledge including customer profiling, call management and solutioning
 Knowledge on vehicles is added value
 Has passion n Automotive/cars
Problem Solving
 Understands issues and identifies solutions that have the best outcome for the client
 Ability to problem solve with limited supervision
 Going the extra mile to find out solution for the customers (within company policy)

Interpersonal Skills
 Exchange’s information and ideas effectively.
 Self-motivated and driven
 Positive mindset

Responsibility Statements
 Uses standard scripts and established guidelines and under supervision, to meet SLAs.
 Provides customers with information that is specialized and communicated in a warm empathetic manner
 Escalates issues to supervisor
 Explains company policies to customers
 Performs other duties as assigned.
 Complies with all policies and standards.
 Provide excellent customer service to promote high NPS scores