Percepta Services (Thailand) Co., Ltd.

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Lead Customer Experience Specialist

  Company :     Working Hours :  

  Job Type :  

Full Time

Job Description
Position Summary 
 The Lead Customer Experience Specialist (LCXS) will support CX Specialists and customers as the subject matter expert as it relates to product knowledge and customer care. The LCXS will demonstrate high levels of contact center values including problem solving, customer first mentality, and always promoting a sense of family and teamwork. Like the CX Specialist role, the LCSX will support incoming customer inquiries as well as escalated cases while assisting with floor coaching and development. 
 Duties and Responsibilities 
 Employee and Customer Experience
 Promote company and contact center values and culture 
 Act as employee and customer advocate insuring a positive experience – demonstrate proficiency in this area and act as mentor to others 
 Customer Handling
 Receive and handle escalated customer concerns for the operations 
 Use common call centre telephone and computer technology 
 Enters and retrieves data 
 Works in a team 
 Manage their own work 
 All the duties of CX Specialist including, but not limited to, providing an exceptional customer experience for customers involving a high level of product or service knowledge, often autonomously acquired; this is accomplished by building a relationship of trust and enthusiasm while guiding the customer from website to pre-buy experience, to include: 
 Vehicle Knowledge and Availability 
 Price building 
 Local promotions for the brand o Scheduling test drives, following up with the Dealer the day prior and Customer 2 days after the test drive date 
 Assist with specifications of vehicle 
 Assist with customer/Dealer connection 
 Educate the customer on products and services 
 Uses multiple technologies such as telephony, Internet services and face-to-face contact; 
 Reviews reports, correspondence and cases 
 Takes responsibility for the outcomes of customer contact and rectifying complex situations involving emergencies, substantial complaints and faults, disruptions or customer dissatisfaction 
 Recognising when it is appropriate to seek advice or escalate a case to a Team Leader 
 Deals with queries escalated by CSR’s 
 Records details about customer, case and vehicle succinctly and accurately in all relevant databases; 
 Deputises for Team Leader when Team Leader is away 
 Delegates work accordingly 
 Contributes performance management feedback to CX Operations Supervisor 
 Provides a leadership element to the team as a coach, mentor or senior staff member 
 Communicate resolution/information to customers in a confident and knowledgeable manner 
 Is able to resolve and advise on employment issues 
 Applies Percepta policy and procedure effectively and consistently 
 Assist in special projects and participate in any other duties as requested 
 Adheres to the Percepta global values 
 Act as a resource of 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, Subject Matter Experts’, COM’s, Field Service Engineers and Resolution Specialists 
 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, Extended Service Plan options, payments and maintenance plans 
 Manage financial assistance requests 
 Participate in business related marketing and sales projects 
 Ability to meet specified goals as set forth by Performance Expectations 
 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 
 High School Diploma required; Associate’s or bachelor’s degree preferred 
 Experience, appreciation and/or passion for trucks and/or automotive in general - luxury, function and utility 
 2 years of experience in a Contact Lead Customer Experience Specialist, hospitality industry, or PR/Sales field 
 Knowledge of the automotive industry a plus 
 Experience in a luxury field (hospitality or brand product) a plus 
 High level of trust and integrity 
 Strong verbal and written communication skills 
 Detailed listening 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 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 professional demeanor to provide the customer with a comfortable conversation 
 Use of technology for product resourcing to resolve customer issues 
 Typing Skills 
 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 
 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 
 Manage and proactively contribute to stakeholder relationships – working autonomously or part of a team to test various CX tools to further improve CX 
 Physical and Logistical Requirements (Including equipment used)
 The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit. Requires frequent use of hands and fingers, talking and hearing. The employee is occasionally required to stand; walk; and stoop. Specific vision abilities required by this job include close vision and ability to adjust focus. Computer skills/data entry.

 Location: Bangkok.  How to get there?

 Location: Bangkok.

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