Sydney - Client Relationship Service Representative - Percepta International

Percepta International

Verified Company

Sydney, Australia

1 day ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Sydney - Client Relationship Service Representative
AU-NSW-Sydney

Description:

Summary
The
Client Relationship Service Representative provides full Omni-Channel concern resolution support to luxury car brand customers.

From initial inquiry or concern through to close; the representative will liaise and coordinate with the dealer/retailer, field staff, management and other relevant departments within the program as well as outside vendors.

The overall objective is to achieve customer satisfaction whilst reflecting and protecting the best interest of the program to ensure that all customer contact is meaningful and ultimately promotes brand advocacy and loyalty.

Responsibilities

Respond to customer enquiries through various channels, regardless of their level of complexity
Acknowledge research, document, involve appropriate parties, followup on, and handle all customer contacts via appropriate channels until their resolution, professionally and efficiently, in accordance with department standards.
Takes full ownership of own case file and acts as backup to designated buddy for continuity of service and action.
Act as part of a team to ensure adequate contact coverage for the department.
Process spending of department goodwill funds to resolve customer concerns when appropriate.
Research complex automobile issues and negotiate resolution for customers.
Handle special projects or assignments, such as market research surveys/outbound call, working special events, etc. as assigned by management.
Perform administrative tasks related to CRM management, which can include case allocation, data loads
Adhere to Contact Center Policies and Procedures.
Complete training courses as directed by Operations and/or Training.
Develop and maintain professional working relationships
Other duties as assigned

Education

High School Diploma required; Associate's or Bachelor's degree preferred

Experience

Experience, appreciation and/or passion for automotive luxury, function and utility

years of experience in a Contact Center, hospitality industry, or PR/Sales field

Knowledge of the automotive industry a plus
Experience in a luxury field (hospitality or brand product) a plus

Skills

High level of trust and integrity
Strong verbal and written communication skills
Detailed listening skills
Strong customer service, interpersonal and relationship building skills
Time management and ability to prioritize projects and customer needs
Conflict resolution skills listen to the customer
Exercise good service and business judgment with end goal of customer satisfaction
Excellent English language, oral and written, with grammatical knowledge and etiquette
Ability to sway the opinion of others through verbal and/or written correspondence
Ability to blend personality with professional demeanor to provide the customer with a comfortable conversation
Use of technology for product resourcing to resolve customer issues
Typing Skills (minimum 30wpm)
Ability to work through multiple computer screens
Ability to work calmly under pressure
Displays professionalism in demeanor, language and appearance

Other

Must be able to interact with all internal and external departments and contacts
Must represent Percepta professionally with all customers and external organizations and contacts

Salary:
$50, $60,000.00 per year

Benefits: