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. This revolutionary automotive brand is seeking a Team Leader for their high performing customer experience team.
As Team Leader, Customer Experience, you will lead a team of Customer Experience Advocates at their Rhodes head office, reporting to the Customer Care Manager. Typical responsibilities include coaching, motivating and supporting the team to deliver world-class service to CHERY’s customers, service partners and internal stakeholders. You will manage escalations, ensuring operational excellence and contributing to the ongoing evolution of CHERY's customer experience.
Key responsibilities:
- Become an inspiring brand ambassador for CHERY Motor Australia, your team and their vision for a sustainable planet
- Provision of scheduling, briefing updates, case routing, performance management, coaching and development of your team of Customer Experience Advocates.
- Ensuring your team provides respect and excellence in customer service whilst building and maintaining a friendly and professional rapport with customers
- Provide and maintain operational process libraries, ensuring Customer Experience Advocates have access to latest product information, Knowledge Manuals and systems
- Foster enduring professional relationships with customers on their buying process via online portals
- Respond effectively to social media interactions in line with company protocols overseeing accurate logging of all customer interactions in their CRM system and maintaining compliance with internal standards
- Previous experience with quality assurance frameworks and associated coaching programs is highly advantageous. Naturally those with Automotive OEM or luxury automotive retail environment would be ideally suited
- Superb verbal communication and excellent writing skills
- Experience in contact centre environments, with a broad understanding of Australian Consumer Law (ACL), email case management, and strong data and analytical skills.
- Experience with live chat case handling, well developed technical skills, social media proficiency, and advanced Microsoft Office abilities
- Ideally an understanding and passion for both EV and ICT powered motor vehicles and technology, familiarity with Zoho CRM, or similar and integrated phone systems are all highly advantageous skills and necessary attributes
To submit your application in strict confidence, click the 'apply' button. If you require further information, please contact Nitin Gundagowni on 0478 307 002.
To view all Bayside Group job opportunities, visit www.baysidegroup.com.au