Lead Customer Experience Specialist

3 days ago

Campbellfield, Australia Percepta International Full time

Lead Customer Experience Specialist - AUS
AU-VIC-Campbellfield
**Description**:
Join our team as **Lead Customer Experience Specialist** and immerse yourself in a role where every interaction is an opportunity to exceed expectations and turn challenges into triumphs

**What We Offer**:
Vibrant Culture: Experience our values in action every day, fostering a supportive environment where your voice matters and your contributions are celebrated.

Team Spirit: Join a close-knit team that values collaboration, growth, and open communication, empowering you to thrive in a dynamic environment.

Diversity & Fun: Embrace diversity and inclusivity in a workplace that values individuality and encourages fun, fostering a sense of belonging for all.

Career Growth: Fuel your ambition with learning opportunities and pathways for advancement, supported by a company that invests in your development.

Competitive Remuneration: Enjoy more than just a paycheck with our benefits package, including incentives and programs promoting wellness.

**Your Role**:
**Your responsibilities include**:

- Promote company and contact center values and culture
- Act as an employee and customer advocate, ensuring a positive experience - demonstrating proficiency in this area and acting as mentor to others
- Receive and handle escalated customer concerns
- Exhibit strong follow up and organizational skills, in both verbal and written communication
- All the duties of CXS including, but not limited to:

- Vehicle knowledge and availability,
- Price building
- Local promotions
- Knowledge of vehicle specifications
- Assist with Customer/Dealer connection
- Uses multiple technologies such as telephony, Internet services and face-to-face contact
- Reviews reports, correspondence and cases - proactively identifying and escalating trends or experiences impacting brand
- Takes responsibility for the outcomes of customer contact - rectifying complex situations involving emergencies, substantial complaints and faults, disruptions or customer dissatisfaction

**What You Bring**:
Education & Experience: Completed a high school certificate or preferred bachelor’s degree. At least 2 years’ experience in a customer service. Highstandard of literacy skills. Excellent interpersonal skills. Passion and/or knowledge of the automotive industry preferred.

Communication Skills: Strong verbal and written communication abilities, coupled with active listening skills and a knack for conflict resolution.

Time Management: Ability to prioritise tasks and manage multiple projects effectively in a fast-paced environment, while maintaining attention to detail and adhering to call center schedule requirements.

Professionalism: Maintain a professional demeanor, language, and appearance, representing our company with integrity and excellence at all times. Demonstrate initiative, enthusiasm and professionalism.

Availability: Full working rights and the ability to perform inherent role requirements across a monthly rotational roster; 38 hours per week, between 8am and 6pm.

**What You'll Get**:

- Competitive Salary + Incentives
- Hybrid/Flexible Working Arrangements
- Tuition Reimbursement
- Employee Assistance Program
- Global Award-Winning Employee Rewards Program

**#LI-Onsite

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