Customer Liaison Advisor

Customer Liaison Advisor
AU-VIC-Melbourne

**Description**:** Customer Liaison Advisor**

At Percepta, we bring first-class service across each market we support. As a **Customer Liaison Advisor **in **Campbellfield, Australia**, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

**What You’ll Be Doing**
- The Consumer Marketing Consultant (CMC) is the Subject Matter Expert (SME) for all customer inquiries/questions regarding the automotive purchase of Automotive Client vehicles. The goal of a CMC is to enhance the customer experience and increase Client Brand Loyalty and Recognition by proactively promoting Ford products and services from pre-sales through purchase.
- The CMC will provide support from initial vehicle reveal through customer reservation to purchase (either via eCommerce or linking them with a dealer). Throughout the sales process, support may include troubleshooting technical difficulties in the eCommerce process, providing product comparisons or other sales / marketing information, answering questions related to dealership information, brochure fulfillment, test drive appointment scheduling, incentive certificate verification, vehicle information, and updating opt out/privacy preferences (including, not limited to, Subscription and BEV inquiries).

**During a Typical Day, You’ll**
- Explain services and special promotions to customers, including support locating vehicles while adhering to all guidelines and regulations
- Document every customer interaction, including follow-up requirements and resolutions or outcomes
- Required to meet specified targets related to program metrics, as set by Operations Management
- Participate in projects, duties, and other tasks assigned by Operations Management and Supervisors
- Assist customers experiencing technical issues related to Battery Electric Vehicles (BEV), support which may require use of escalation resources/processes in order to resolve issues and concerns relating to charging, navigation, and subscription matters
- Provide feedback/recommendations to management concerning possible problems or areas of improvement
- Strive to achieve ‘world-class’ customer service with each consumer (World-class is defined as consumers having a uniquely pleasant experience, feeling they received valuable service and knowledge from a competent professional thereby increasing the probability of a vehicle purchase)
- Provide customer support with various online tools, eCommerce process, subscription support and charging functionality queries
- Knowledge, understanding, and compliance with Percepta policies and procedures

**What You Bring to the Role**
- High School Diploma or equivalent required
- Preferred - tertiary qualification or relative, legal studies, consideration given if working toward studies in law or relative legal studies.
- 2 years of experience in a customer service role or legal administration role either in a Customer Relations Contact Centre, Law firm, or PR/Sales field.
- Communicates both verbally and in written correspondence to an above average standard
- Proven experience in bespoke customer and business correspondence
- Knowledge of the automotive industry desirable

**What You Can Expect**
- Annual Salary of A$70,000 + 11% Super
- Professional development assistance
- Employee mentoring program
- Referral program
- Maternity leave
- Parental leave
- Other

**A Bit More About Your Role**
- Strong Active Listening skills, accompanied with ability to deliver effective probing questions
- Demonstrated interpersonal skills along with excellent written, and oral communication skills including the capability to influence
- Ability to work in a team fostered environment
- Genuine desire for interacting and building relationships
- Ability to prioritize and organize work
- Ability to adapt to a flexible schedule

**About Percepta **Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breath and play by them every day. As a Percepta team member, you can expect:
**Culture of Service** - to be treated like you are the customer from day one

**Teamwork**- belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions

**Respect**- a team that is accountable, dependable and gives you their full attention

**Proactive**- to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

**Career** **Growth** - lots of learning opportunities for aspiring minds

**Diversity** - be a part of our growing diverse and community-minded organization that is all about having fun

**Competitive Compensation** - we take care of family, which is why we offer more than