Sydney - Client Relationship Service Representative

Sydney - Client Relationship Service Representative
AU-NSW-Sydney

**Description**:** Summary**

The **Client Relationship Service Representative** provides full Omni-Channel concern resolution support to luxury car brand customers. From initial inquiry or concern through to close; the representative will liaise and coordinate with the dealer/retailer, field staff, management and other relevant departments within the program as well as outside vendors.

The overall objective is to achieve customer satisfaction whilst reflecting and protecting the best interest of the program to ensure that all customer contact is meaningful and ultimately promotes brand advocacy and loyalty.

**Responsibilities**
- Respond to customer enquiries through various channels, regardless of their level of complexity
- Acknowledge research, document, involve appropriate parties, follow-up on, and handle all customer contacts via appropriate channels until their resolution, professionally and efficiently, in accordance with department standards.
- Takes full ownership of own case file and acts as backup to designated buddy for continuity of service and action.
- Act as part of a team to ensure adequate contact coverage for the department.
- Process spending of department goodwill funds to resolve customer concerns when appropriate.
- Research complex automobile issues and negotiate resolution for customers.
- Handle special projects or assignments, such as market research surveys/outbound call, working special events, etc. as assigned by management.
- Perform administrative tasks related to CRM management, which can include case allocation, data loads
- Adhere to Contact Center Policies and Procedures.
- Complete training courses as directed by Operations and/or Training.
- Develop and maintain professional working relationships
- Other duties as assigned

**Education**
- High School Diploma required; Associate’s or Bachelor’s degree preferred

**Experience**
- Experience, appreciation and/or passion for automotive - luxury, function and utility
- 1 - 2 years of experience in a Contact Center, hospitality industry, or PR/Sales field
- Knowledge of the automotive industry a plus
- Experience in a luxury field (hospitality or brand product) a plus

**Skills**
- 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 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 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

**Other**
- Must be able to interact with all internal and external departments and contacts
- Must represent Percepta professionally with all customers and external organizations and contacts

**Salary**: $50,000.00 - $60,000.00 per year

**Benefits**:

- Dental insurance
- Health insurance
- Vision insurance

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- Morning shift
- Weekend availability

Work Location: In person