Customer Experience Advocate

Bayside Group; Sydney; On-site; AUD 60,000 - 85,000; Full time

Job summary

A leading recruitment consultancy in Sydney is seeking a Customer Experience Advocate to enhance their Customer Experience Team. The successful candidate will manage customer interactions across phone, email, and social media to ensure exceptional service delivery. Applicants should have experience in the automotive industry and possess strong communication skills. This role offers an opportunity to shape customer experiences in a growing market.

Qualifications

• Previous experience with an automotive OEM is preferred.
• Experience in handling phone calls and case management scenarios.
• Familiarity with integrated phone systems is advantageous.
• Experience with social media interactions, highly developed technical and administrative skills and current fluency with general Microsoft Office tools
• Familiarity with Zoho CRM or similar and integrated phone systems are all highly advantageous skills

Responsibilities

• Manage inbound and outbound customer interactions across phone and email.
• Build and maintain positive relationships with customers.
• Respond to social media interactions in line with company protocols.
• Address and escalate 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 optimise the overall customer experience

Skills

Excellent verbal communication

Writing skills

Technical and administrative skills

Experience with social media interactions

Zoho CRM familiarity

Integrated phone systems

Tools

Zoho CRM

Microsoft Office

Job description

Recruitment Consultant | Bayside Group - Sydney, NSW

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, forging their reputation as a global leader in independent innovation and engineering.

With market expansion continuing to grow beyond forecast, they have an immediate requirement for a Customer Experience Advocate (CEA) to complement their Customer Experience Team.

Focusing on delivering exceptional customer service across multiple communication channels, including phone, email 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 and email, 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 escalate 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 optimise the overall customer experience

Qualifications & Experience required

• Previous experience with an automotive OEM is preferred, while 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 interactions, highly developed technical and administrative skills and current fluency with general Microsoft Office tools
• Familiarity with Zoho CRM or similar and integrated phone systems are all highly advantageous skills

To submit your application in strict confidence, click the 'apply' button. If you require further information, please contact Nitin Gundagowni on 0478 307 002.

To view all Bayside Group job opportunities, visit www.baysidegroup.com.au