Customer Experience Centre Representative
3 weeks ago
CEC Executive Job Description
We are seeking a highly skilled CEC Executive to join our Customer Service team at Polestar, a luxury automotive brand. This role focuses on delivering exceptional customer service across multiple channels, including phone, email, live chat, and social media.
Key Responsibilities:
- Handle inbound and outbound customer interactions via phone, email, chat, and social media, ensuring first contact resolution and adherence to processes.
- Establish and sustain a positive, professional relationship with customers.
- Assist customers through the buying process via online portals.
- Respond to social media interactions in line with company protocols.
- Log all customer contacts and interactions in the CRM system, ensuring compliance with internal procedures.
- Resolve and escalate complaints appropriately, providing feedback to management.
- Stay up-to-date on product knowledge and policies through briefings and training.
- Work with internal teams to streamline the customer experience.
Requirements:
- Previous experience in a call centre, automotive, luxury retail, or sales environment is highly desirable.
- Advanced communication and writing skills.
- Experience in handling phone calls, email case management, and strong administrative skills.
- Experience with live chat case handling, strong technical skills, social media proficiency, and intermediate Microsoft Office abilities.
- Proven experience in fostering a customer-centric culture.
- Exposure to EV vehicles and technology, familiarity with Salesforce CRM and Genesys phone systems are an added advantage.
What We Offer:
- Attractive remuneration.
- Health & Well-being initiatives.
- Lifelong Learning & career development.
- A dynamic, inclusive, and sustainable working environment.
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