Customer Experience Advocate

Bayside Group

Sydney

In loco

AUD 55.000 - 75.000

Tempo pieno

Proprio ora

Candidati tra i primi

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Descrizione del lavoro

Chery Motor Australia is seeking a Customer Experience Advocate to support customers across phone, email, chat and social media, guiding them through purchasing and servicing through online portals. You’ll work to achieve first-contact resolution and maintain excellent customer relationships in a fast-paced environment.

The role requires outstanding verbal and written communication, experience with phone systems, and familiarity with Zoho CRM or similar tools.

Competenze

Experience with an automotive OEM is preferred, while retail or sales background is advantageous.
Excellent verbal and written communication skills.
Experience handling phone calls and case management scenarios.
Familiarity with Zoho CRM or similar and current phone systems is advantageous.

Mansioni

Manage inbound and outbound customer interactions across phone, email, chat, and social media.
Build and maintain positive relationships with customers through purchasing and servicing processes.
Log all customer interactions in the CRM system and ensure compliance with internal procedures.
Address and elevate queries with timely feedback to all parties.
Become a subject matter expert through internal workshops and briefings.
Collaborate with internal teams to optimize the overall customer experience.

Conoscenze

Verbal communication

Written communication

Phone handling

Social media handling

CRM experience

Strumenti

Zoho CRM

Microsoft Office

Descrizione del lavoro

Customer Experience Advocate

Our client Chery Motor Australia is a global automotive manufacturer of both EV and ICT powered motor vehicles and is one of the world’s largest exporters. Inspired by design combined with advanced technology they have secured thousands of new component patents, cementing their reputation as a global leader in independent innovation and engineering.

Customer Experience Advocate

As their market expansion continues to grow beyond forecast, they have an immediate requirement for Customer Experience Advacate (CEA) to complement their Customer Service team.

Focusing on delivering exceptional customer service across multiple communication channels, including phone, email, chat, and social media, CEA's are instrumental in creating and preserving seamless customer service experiences at every opportunity.

Key Responsibilities

Manage inbound and outbound customer interactions across phone, email, chat, and ensuring first-contact resolution and adherence to processes
Build and maintain positive, professional relationships with customers assisting them through the purchasing and scheduled servicing process via online portals
Respond efficiently to social media interactions in line with company protocols and accurately log all customer interactions in the CRM system, ensuring compliance with internal procedures
Address and elevate queries as needed, providing timely feedback to all parties
Become a subject matter expert through internal workshops, training, and briefings
Collaborate with internal teams to optimize the overall customer experience

Qualifications & Experience Required

Previous experience with an automotive OEM is preferred, whilst a retail or sales environment background is also highly advantageous
Excellent verbal communication and writing skills
Experience in handling phone calls and case management scenarios
Experience with social media handling, highly developed technical and administrative skills and current fluency with general Microsoft Office tools
Familiarity with Zoho CRM or similar and current phone systems are all highly advantageous skills