Focusing on delivering exceptional customer service across multiple communication channels, including phone, email, live chat, and social media, to customers and internal/external service partners. As a Customer Engagement Advisor, you will be instrumental in creating and preserving a seamless, luxury experience at every customer touchpoint.
This position is intended to transition to permanent full-time employment after an initial six-month period subject to satisfactory performance.
The suitable candidate will be responsible for:
- Manage inbound and outbound customer interactions across phone, email, chat, and social media, ensuring first-contact resolution and adherence to processes
- Build and maintain positive, professional relationships with customers while assisting them through the buying process via online portals
- Respond efficiently to social media interactions in line with company protocols and accurately log all customer interactions in the CRM system, ensuring compliance with internal procedures.
- Address and escalate complaints as needed, providing timely feedback to management
- Stay updated on product knowledge and policies through workshops, training, and briefings
- Collaborate with internal teams to optimize the overall customer experience
- Previous experience in Automotive OEM, luxury automotive retail or sales environment is advantageous
- Excellent verbal communication and writing skills
- Experience in handling phone calls, email case management and strong administrative skills
- Experience with live chat case handling, well developed technical skills, social media proficiency, and intermediate Microsoft Office abilities
- Understanding and passion for Electric Vehicles (EV) and technology, familiarity with Salesforce CRM and Genesys phone systems are all highly advantageous attributes
- Competitive remuneration
- Structured learning & career development opportunities
- A dynamic, inclusive and sustainable working environment
- Health & Well-being initiatives
To view all Bayside Group job opportunities, visit www.baysidegroup.com.au