Customer Relations Consultant

Join the fastest growing luxury automotive brand in Australia
- We are proud to be a certificated family inclusive workplace, where people are at our core
- The future is electric, come join us

**You want to make a difference? So do we**
- Volvo Cars is on an ambitious journey to re-define the customer experience related to car usage and ownership. Combining digital technologies and innovative services, we are committed to offer the most personal solutions in mobility. Volvo Cars is pushing the boundaries within electrification, design, safety leadership, sustainability and more._
- We are constantly pushing our own skills and abilities to drive change in the automobile industry like never before. We are looking for innovative, committed people to join us in this endeavour and create safe, sustainable and connected cars. We believe in the power of people and will challenge and support you to reach your full potential. Join us and be part of Volvo Cars' journey into the future._

**Your brief**

We are looking for a dedicated and engaged professional to join our Customer Relations Centre (CRC) based at our head office in Macquarie Park, Sydney. As a Customer Relations Consultant, you can expect to be handling customer enquires or complaints and supporting the business with lead generation and Battery Electric Vehicle (BEV) order management, while upholding the Volvo Values in every regard.

You are motivated by working in a fast-paced, dynamic team with the ability to adapt, manage and meet deadlines. You are positive to changes in assignments and have ability to prioritise and respond to new information, changing conditions, or unexpected obstacles.

This is an exciting and demanding role, perfect for individuals who are passionate about delivering exceptional customer experience, you are looking for a challenge.

Join us in a human centric company who cares about our people, products, and the planet.

Come join us in a human centric company who cares about our people, products, and the planet.

**What to expect**
- Determining the appropriate actions based upon internal resources, research, and solution tools. Take the appropriate action in a timely and accurate manner to ensure KPIs are achieved, and a high service level is provided
- Ensuring lead management is conducted in accordance with KPIs
- Actively listen to customers providing answers, while controlling the dialogue to lead the customer in an efficient and professional manner
- Completing end-to-end administration tasks connected to customer handling process including sufficient case recording
- Escalating issues to superior as appropriate, ensuring the customer experience is always at the centre of the decision
- Ensuring you conduct yourself with an even temperament, regardless of circumstances and handle dialogue as per internal guidelines
- Go above and beyond to think past what the customer is requesting, anticipating needs and wants based on information obtained to exceed expectations and provide leading customer service
- Owning the customer experience from the very beginning to the end, following up with customers if required, to ensure the resolution and exceptional customer service
- Maintaining knowledge of product and service offerings, relevant industry trends and technology
- Taking ownership, prioritising and escalating customers' feedback and feature requests to the relevant internal teams.

**You and your skills**
- At least 2 years' experience in a customer-centric occupation such as training facilitation, sales, marketing, or customer service
- Excellent written and verbal communication skills, including active listening skills.
- Ability to engage with different stakeholders
- Excellent self-management skills, ability to prioritise tasks and deliver multiple priorities concurrently
- A customer-centric mindset, with a demonstrable passion for a delivering exceptional customer experience.
- Professional level computer skills, with advanced experience across the Microsoft suite and ideally Salesforce or a similar CRM platform
- Experience with or knowledge of the automotive retail and wholesale businesses
- At least 2 years' experience in a customer-centric occupation such as training facilitation, sales, marketing, or customer service
- Strong attention to detail
- Self-motivated, and ability to work in a fast-paced and dynamic team environment.

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