Lead Customer Experience Specialist - AUS

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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: