
Lead Customer Experience Specialist - AUS
Join our team as Lead Customer Experience Specialistand immerse yourself in a role where every interaction is an opportunity to exceed expectations and turn challenges into triumphs!
What We Offer:
Vibrant Culture: Experience our values in action every day, fostering a supportive environment where your voice matters and your contributions are celebrated.
Team Spirit: Join a close-knit team that values collaboration, growth, and open communication, empowering you to thrive in a dynamic environment.
Diversity & Fun: Embrace diversity and inclusivity in a workplace that values individuality and encourages fun, fostering a sense of belonging for all.
Career Growth: Fuel your ambition with learning opportunities and pathways for advancement, supported by a company that invests in your development.
Competitive Remuneration: Enjoy more than just a paycheck with our benefits package, including incentives and programs promoting wellness.
Your Role:
The Lead Customer Experience Specialist will support Customer Experience Specialists (CXS) as the subject matter expert as it relates to product knowledge and overall CRC policy and process. LCXS will demonstrate high levels of contact center values including knowledge of NPS/CX drivers, escalated/complex query management, customer first mentality, and leadership skills to promote a sense of family and teamwork. Like the CXS, the LCXS will support customer inquiries in addition to management of escalated cases, coaching, and provide general support to the CXOS.
Your responsibilities include:
·Promote company and contact center values and culture
·Act as an employee and customer advocate, ensuring a positive experience – demonstrating proficiency in this area and acting as mentor to others
·Receive and handle escalated customer concerns
· Exhibit strong follow up and organizational skills, in both verbal and written communication
·All the duties of CXS including, but not limited to:
oVehicle knowledge and availability,
oPrice building
oLocal promotions
oKnowledge of vehicle specifications
oAssist with Customer/Dealer connection
·Uses multiple technologies such as telephony, Internet services and face-to-face contact
·Reviews reports, correspondence and cases – proactively identifying and escalating trends or experiences impacting brand
·Takes responsibility for the outcomes of customer contact - rectifying complex situations involving emergencies, substantial complaints and faults, disruptions or customer dissatisfaction
What You Bring:
Education & Experience: Completed a high school certificate or preferred bachelor’s degree.At least 2 years’ experience in a customer service. High standard of literacy skills. Excellent interpersonal skills. Passion and/or knowledge of the automotive industry preferred.
Communication Skills: Strong verbal and written communication abilities, coupled with active listening skills and a knack for conflict resolution.
Time Management: Ability to prioritise tasks and manage multiple projects effectively in a fast-paced environment, while maintaining attention to detail and adhering to call center schedule requirements.
Professionalism: Maintain a professional demeanor, language, and appearance, representing our company with integrity and excellence at all times.Demonstrate initiative, enthusiasm and professionalism.
Availability: Full working rights and the ability to perform inherent role requirements across a monthly rotational roster; 38 hours per week, between 8am and 6pm.
What You'll Get:
- Competitive Salary + Incentives
- Hybrid/Flexible Working Arrangements
- Tuition Reimbursement
- Employee Assistance Program
- Global Award-Winning Employee Rewards Program
Join us and embark on a fulfilling journey where every challenge is an opportunity to shine. Apply now and become part of our vibrant team!
#LI-Onsite
Сходни длъжности
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Celebrating Our Customer Experience Champions this Customer Service Week 10/02/2023 Customer service associates are the front line of any brand, getting customers the information they need – quickly, easily, empathetically, and in a way that puts smiles on customers' faces.
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Embracing Opportunities and Making a Difference: My Journey in the Customer Service Industry 07/17/2023 It feels like just yesterday when I embarked on my journey in the customer service industry. It was over 20 years ago when I started as a frontline customer service agent
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12/09/2023
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12/22/2023
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Love Your Career At TTEC: Grow, Belong, Inspire 03/01/2024 In a big customer experience industry that’s so diverse with many different roles and professional paths, it can be difficult to capture what makes a BPO career so amazing.
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3 Ways to Light Up Your Career with Purpose 04/18/2024 Everyone has that special something. That thing that lights them up. That thing that lights up the people around them. You have the Spark – and we’re here to ignite it so you can discover all the possibilities in your career. Curious about how to unlock a career with purpose? We got you.
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How A Positive Work Experience Leads To Professional Development 04/26/2024 Experience is the ultimate teacher on the path to professional development in every industry. Take the customer service field as an example. Each interaction with a customer presents a unique opportunity to apply learned skills, adapt to different situations, and refine techniques.
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Unlocking Customer Experience Careers: Strategies to Stand Out as an Applicant 05/02/2024 The job market is currently more competitive than ever, take the customer service industry, for example. Because of the number of people who want to break into the industry, job seekers need to adopt strategic approaches to set themselves apart from the crowd.
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03/18/2025