Customer Experience Advocate
Our client, Chery Motor Australia, is a global automotive manufacturer specializing in EV and ICT-powered vehicles. They are recognized as one of the world's largest exporters and are renowned for their innovative designs and advanced technology, holding thousands of component patents.
As their market expansion continues, they have an immediate opening for a Customer Experience Advocate (CEA) to join their Customer Experience Team.
The CEA will focus on delivering exceptional customer service through multiple channels, including phone, email, and social media. They are key to creating seamless customer experiences at every interaction.
Key Responsibilities:
1. Manage inbound and outbound customer interactions via phone and email, ensuring first-contact resolution and compliance with processes.
2. Build and maintain positive relationships with customers, assisting them through purchasing and servicing processes via online portals.
3. Respond to social media interactions per company protocols and log all interactions in the CRM system, ensuring compliance with internal procedures.
4. Address and escalate queries as necessary, providing timely feedback.
5. Become a subject matter expert through internal training and workshops.
6. Collaborate with internal teams to optimize the overall customer experience.
Qualifications & Experience:
1. Previous experience with an automotive OEM is preferred; experience in retail or sales environments is advantageous.
2. Excellent verbal and written communication skills.
3. Experience managing phone calls and case scenarios.
4. Experience with social media interactions, strong technical and administrative skills, and proficiency with Microsoft Office tools.
5. Familiarity with Zoho CRM or similar systems, and integrated phone systems, is highly advantageous.
To apply confidentially, click the 'apply' button. For more information, contact Nitin Gundagowri at 0478 307 002.
Visit www.baysidegroup.com.au to view all job opportunities with Bayside Group.
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