Sydney - Customer Experience Specialist

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Job Description - Sydney - Customer Service Representative (03PDB)

Sydney - Customer Service Representative

Australia

The Client Relationship Service Representative provides full Omni-Channel concern resolution support to Jaguar and Land Rover customers. From initial inquiry or concern through to close; the representative will liaise and coordinate with the dealer/retailer, field staff, management and other relevant departments within JLR as well as outside vendors.

The overall objective is to achieve customer satisfaction whilst reflecting and protecting the best interest of the JLR to ensure that all customer contact is meaningful and ultimately promotes brand advocacy and loyalty.

Responsibilities

§ Handle inbound and outbound contacts through multiple channels (voice, email, chat, and social media) from customers regarding their vehicles or experience with the JLR brand.

§ Respond to customer enquiries through various channels, regardless of their level of complexity

§ Acknowledge research, document, involve appropriate parties, follow-up on, and handle all customer contacts via appropriate channels until their resolution, professionally and efficiently, in accordance with department standards.

§ Takes full ownership of own case file and acts as backup to designated buddy for continuity of service and action.

§ Provide regular feedback and observations to line manager in pursuit on ongoing improvements to process or early warning for trends or increases in volume on specific subjects.

§ Act as part of a team to ensure adequate contact coverage for the department.

§ Process spending of department goodwill funds to resolve customer concerns when appropriate.

§ Research complex automobile issues and negotiate resolution for customers.

§ Handle special projects or assignments, such as market research surveys/outbound call, working special events, etc. as assigned by management.

§ Perform administrative tasks related to CRM management, which can include case allocation, data loads

§ Adhere to Contact Center Policies and Procedures.

§ Complete training courses as directed by Operations and/or Training.

§ Develop and maintain professional working relationships

§ Other duties as assigned

Education

§ High School Diploma required; Associate's or Bachelor's degree preferred

Experience

§ Experience, appreciation and/or passion for automotive - luxury, function and utility

§ 1 - 2 years of experience in a Contact Center, hospitality industry, or PR/Sales field

§ Knowledge of the automotive industry a plus

§ Experience in a luxury field (hospitality or brand product) a plus

Skills

§ 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

§ 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

§ 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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