Customer Experience Coordinator

2 weeks ago

Crows Nest, Australia JAX Tyres Full time

JAX Tyres & Auto Crows Nest

About Us

At JAX Tyres & Auto we are a diverse and dynamic team, dedicated to providing Australian’s with the best tyre and auto servicing possible. We are a proud, house-hold known and trusted brand which value our customers experience and above all, safety. Our hard work ethic and vibrant culture creates a positive working environment across our close-knit network and is the driving force behind our excellence.

**About the Role**

We are excited to welcome a passionate **Customer Experience Coordinator** to join our CX team based in Crows Nest.

You will be championing the delivery of our CX strategy through your day to day activities. You are the SME supporting the franchisees in delivering great customer experience including enhancing our customer focused culture throughout the network. Whilst a knowledge of the automotive/tyre industry is not a prerequisite, experience of customer service programs and a background in retail or service organisations would be advantageous, as well as the ability to multi-task across a fast moving and dynamic business. In return, you can expect a varied and rewarding workplace with high levels of engagement, fostered by a collaborative and supportive leadership culture whose ambitious plans for growth make this an exciting and challenging role for the right person. Some of the roles and duties include:

- **Be the voice of JAX** - respond to customer queries, provide guidance and solutions as required
- **Be the voice of our customers** - provide feedback and trends from our customers to support our continuous drive for growth and CX
- **Compliance **- maintain records of interactions as required; collaborate with stakeholders to complete investigations and implement appropriate solutions
- Reviewing and actioning store cases and complaints daily and periodically
- Liaising with our PR company with regards to feedback received via the JAX social media channels
- Supporting specific customer research programs, dialogue and other forms of engagement
- **Act as our CX report guru** - leverage the CX platform and provide monthly reports to drive CX objectives

**About You**
- You are someone who thrives in a fast paced, learning environment
- You are confident in your CX expertise, reflected by your work experience
- You are well versed in Net Promoter Score (NPS) and integrate this into how you work
- You are a motivated hands-on individual looking to make a difference by improving the customer experience at all customers facing touchpoints
- You can expertly navigate customer feedback platform and/or CRM
- Entry level or 1 to 2 years expericence in customer service

**Job Types**: Full-time, Contract

**Salary**: $60,000.00 - $65,000.00 per year

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Crows Nest, NSW 2065: Reliably commute or planning to relocate before starting work (required)

Licence/Certification:

- Driver Licence (preferred)

Work Authorisation:

- Australia (preferred)

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