Customer Experience Advocate

Our client Chery Motor Australia is a global automotive manufacturer of both EV and ICT powered motor vehicles and is one of the world’s largest exporters. Inspired by design combined with advanced technology they have secured thousands of new component patents, forging their reputation as a global leader in independent innovation and engineering.

With market expansion continuing to grow beyond forecast, they have an immediate requirement for a  Customer Experience Advocate(CEA) to complement their Customer Experience Team.

Focusing on delivering exceptional customer service across multiple communication channels, including phone, email and social media, CEA’s are instrumental in creating and preserving seamless customer service experiences at every opportunity.
 
Key responsibilities:

• Manage inbound and outbound customer interactions across phone, email and ensuring first-contact resolution and adherence to processes
• Build and maintain positive, professional relationships with customers assisting them through the purchasing and scheduled servicing 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 queries as needed, providing timely feedback to all parties
• Become a subject matter expert through internal workshops, training, and briefings
• Collaborate with internal teams to optimise the overall customer experience

• Previous experience with an automotive OEM is preferred, whilst a retail or sales environment background is also highly advantageous
• Excellent verbal communication and writing skills
• Experience in handling phone calls and case management scenarios
• Experience with social media interactions, highly developed technical and administrative skills and current fluency with general Microsoft Office tools
• Familiarity with Zoho CRM or similar and integrated phone systems are all highly advantageous skills