Customer Experience Manager
10 hours ago
At Inchcape, we're committed to delivering exceptional customer experiences that drive business success. As an Online Customer Experience Manager, you'll play a key role in leading our online Customer Experience Team in delivering a seamless sales experience.
About the Role
This is a dynamic opportunity to join our team and contribute to our mission to bring mobility to the world's communities. As an Online Customer Experience Manager, you'll be responsible for managing the online customer experience, ensuring a professional and customer-first approach.
Key Responsibilities
- Manage the online customer experience, ensuring a professional and customer-first approach.
- Support the Retail Online Manager in driving F&I performance and compliance.
- Handle customer enquiries via phone, email, and web chat, while ensuring accurate sales data entry.
- Provide leadership by coaching and mentoring Customer Experience Specialists to meet performance expectations.
- Assist with onboarding new team members and fostering a positive team culture.
- Ensure adherence to business processes, including contract preparation and compliance with retail policies.
- Manage customer escalations and complaints to resolution.
Why Join Us?
We offer a range of benefits to our employees, including thorough and ongoing training, career and development opportunities, a supportive team environment, and additional days off. We're committed to supporting our employees in their careers and providing them with the tools and resources they need to succeed.
About You
To be successful in this role, you'll need:
- Minimum 3 years of experience in a customer-facing role within a direct selling environment.
- At least 2 years of experience in leading a team, directly or indirectly.
- Strong communication skills and the ability to build rapport with customers online.
- Experience in delivering excellent customer experiences and multitasking in a fast-paced environment.
- Proficient in MS Office and confident using digital platforms.
- Previous automotive industry experience and familiarity with Finance & Insurance products (desirable).
- Experience using Salesforce (desirable).
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