Customer Experience Role Overview
The successful candidate will deliver exceptional customer service through multiple channels.
This includes managing inbound and outbound customer interactions via phone and email, ensuring first-contact resolution and compliance with processes.
Key Responsibilities:
* Build and maintain positive relationships with customers, assisting them through purchasing and servicing processes via online portals.
* Respond to social media interactions per company protocols and log all interactions in the CRM system, ensuring compliance with internal procedures.
* Address and escalate queries as necessary, providing timely feedback.
* Become a subject matter expert through internal training and workshops.
* Collaborate with internal teams to optimize the overall customer experience.
Qualifications & Requirements:
* Previous experience with an automotive OEM is preferred.
* Excellent verbal and written communication skills.
* Experience managing phone calls and case scenarios.
* Experience with social media interactions, strong technical and administrative skills, and proficiency with Microsoft Office tools.
* Strong analytical skills and ability to work effectively in a fast-paced environment.
Preferred Qualifications:
* Degree in Marketing, Communications, Business or related field.
* Familiarity with Zoho CRM or similar systems, and integrated phone systems.