Customer Experience Advocate

4 weeks ago

Sydney, New South Wales, Australia Bayside Group Full time
Customer Experience Advocate

Our client, Chery Motor Australia, is a global automotive manufacturer specializing in EV and ICT powered vehicles. They are one of the world's largest exporters, known for innovative design and advanced technology, holding thousands of component patents.

As their market continues to expand, they seek a Customer Experience Advocate (CEA) to join their Customer Experience Team.

The CEA will focus on delivering exceptional customer service across multiple channels including phone, email, and social media, ensuring seamless customer experiences at every touchpoint.

Key responsibilities:

1. Manage inbound and outbound customer interactions via phone and email, ensuring first-contact resolution and process adherence.

2. Build and maintain positive relationships with customers, assisting them through purchasing and servicing processes via online portals.

3. Respond to social media interactions following company protocols and log all interactions in the CRM system, maintaining compliance with internal procedures.

4. Address and escalate queries as needed, providing timely feedback.

5. Become a subject matter expert through internal training and briefings.

6. Collaborate with internal teams to optimize the overall customer experience.

Qualifications & Experience:

1. Experience with an automotive OEM is preferred; experience in retail or sales environments is advantageous.

2. Excellent verbal and written communication skills.

3. Experience handling phone calls and case management scenarios.

4. Proficiency with social media interactions, technical and administrative skills, and Microsoft Office tools.

5. Familiarity with Zoho CRM or similar systems and integrated phone systems is highly advantageous.

To apply confidentially, click the 'Apply' button. For further information, contact Nitin Gundagowni at 0478 307 002.

Visit www.baysidegroup.com.au to view all Bayside Group job opportunities.

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