Customer Experience Representative

2 weeks ago

Melbourne, Victoria, Australia beBeeCustomer Full time $55,000 - $65,000

The Customer Experience Representative is a key player in delivering exceptional customer service and building long-lasting relationships with customers.

This role involves working closely with customers to understand their needs, concerns, lifestyle, and preferences. The ideal candidate will possess excellent communication skills, be able to listen actively, and provide knowledge and resources to resolve customer issues in a timely manner.

**Job Responsibilities:**

  • Provide exceptional customer experience by building trust and enthusiasm while guiding the customer through the buying process.
  • Assist with vehicle specifications and educate customers on products and services.
  • Act as a resource for all product knowledge and service support.
  • Schedule activities as required for special events.
  • Listen actively to customers while controlling the interaction to lead them in a professional and efficient manner.
  • Handle inbound customer calls regarding sales and service in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs.
  • Resolve customer issues using available resources.
  • Document customer inquiries and concerns.
  • Participate in business-related marketing and sales projects.
  • Meet specified goals as set forth by management.

**Case Management**: Specialists will be trained on processes that include understanding local laws. Specialists will need to handle cases within the client's established timeline. Successful agents in this role will utilize resources including an onsite Knowledge Base, Dealerships, local resources, and Part & Tech SMEs for case progression. Critically important to agent success and customer satisfaction includes keeping our promise. Agents must follow up with customers on updates and timelines. Missing timelines to follow up leads to a poor customer experience and diminished brand loyalty.

**Requirements:**

  • High School Diploma required; Associate or Bachelor's degree preferred.
  • 2 years of experience in a Customer Relations Contact Center, hospitality industry, or PR/Sales field.
  • Experience in a luxury field (hospitality or brand product) a plus.
  • Knowledge of the automotive industry a plus.

**Skills Required:**

  • 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 the 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 a professional demeanor to provide the customer with a comfortable conversation.
  • Use of technology for product resourcing to resolve customer issues.
  • Typing Skills (minimum 30wpm).
  • Ability to work through multiple computer screens.
  • Ability to work calmly under pressure.
  • Displays professionalism in demeanor, language, and appearance.

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