Customer Experience Representative

BYD Australia & New Zealand; City of Melbourne; On-site; AUD 50,000 - 60,000; Full time

Job summary

An innovative automotive company in Melbourne is seeking a passionate Customer Experience Representative. You will be the first point of contact for customers, addressing inquiries and ensuring positive experiences. The ideal candidate has over a year of experience in customer-facing roles, strong problem-solving skills, and a commitment to excellent service. This role offers opportunities for growth as the company expands its operations.

Qualifications

• More than 1 year of experience in a customer-facing role.
• Passionate about delivering exceptional service.
• Strong learning ability and communication skills.
• Able to work independently and as a team player.
• Intermediate computer skills.

Responsibilities

• Handle customer inquiries and complaints.
• Create and manage tickets for customer issues.
• Establish good relationships with customers.
• Escalate concerns to relevant departments.

Skills

Customer Service

Problem-solving

Communication Skills

Time Management

Teamwork

Adaptability

Tools

MS Word

Excel

PowerPoint

Teams

SharePoint

Outlook

Job description

Ready to make an impact in the automotive industry?

We\'re looking for a passionate and dedicated Customer Experience Representative to join our team and help us deliver exceptional service to every customer.

As a Customer Experience Representative, you\'ll be the first point of contact for our customers — responding to inquiries, resolving issues, and ensuring a smooth, positive experience at every interaction. Your role is key to building trust and loyalty with our clients while representing our brand with professionalism and care.

Key Responsibilities

• Handle customer inquiries, complaints, feedback & suggestions, and commendations received via phone, online chat-box, website message box, emails, social media, owner’s APP, etc. with professionalism and efficiency.
• Create tickets and handle tickets assigned and ensure closed-loop processing until the case is closed. Carry out cross-function collaboration towards a solution. Provide responses on the platform, handle mediation, and ensure a closed-loop process in compliance with established procedures.
• Establish good relationships with customers through high-quality service, provide reasonable solutions to customers, and improve service quality and customer satisfaction.
• Pay attention to customer needs and escalate their concerns to relevant departments for follow-up. Ensure accurate documentation and tracking on all customer interactions.
• Safeguard customer information by maintaining confidentiality and ensure adherence to regulatory security standards.

Skills & Experience

• More than 1 year experience in a similar role in the call center environment and/or in a customer-facing role within automotive, luxury retail, hospitality industries.
• Passionate about delivering exceptional customer service with ‘Customer -first and ‘Can Do’ attitude. Be a positive and proactive problem-solver.
• Strong learning ability, and communication skills.
• Strong sense of responsibility, excellent adaptability, able to work independently handling emergencies as well as a team player.
• Good time management and multi-tasking skills.
• Possess strong professional ethics and strong organizational discipline.
• Previously holding a job in dealerships or in the automotive industry (e.g. receptionist, sales, call center agent) would be preferred.
• Full working rights with no visa restrictions.
• Intermediate computer skills in using MS Word, Excel, PowerPoint, Teams, SharePoint, and Outlook.
• Ability to build rapport over the phone and via online channels.

About BYD

BYD is a high-tech company devoted to technological innovations for a better life. BYD is dedicated to providing zero-emission energy solutions.

As a leading battery-electric zero-emission vehicle (ZEV) manufacturer, BYD has created a broad range of battery-electric, hybrid-electric, and internal combustion (IC) passenger vehicles. Developing electric vehicles that are intelligent and connected, BYD is inaugurating a new age of automotive innovation featuring a sleek design and an innovative user experience.

BYD Australia is under rapid expansion with plenty more opportunities to arise. If you are ready to make the most of everything you’ve learned so far, be challenged, work together with industry leaders, and be a part of a supportive and vibrant team, then BYD is ready for you.

How To Apply

If you believe you are a good fit for the role, please don\'t hesitate to click on APPLY and submit your updated resume.

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