Client Relationship Service Representative

Percepta • Sydney, New South Wales • 1d ago

Do you have excellent customer service skills? Do you want to join a luxury brand?

Join our team as a Client Relationship Service Representative and 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.

Your Role:

The Client Relationship Service Representative provides full Omni-Channel concern resolution support to Jaguar and Land Rover 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 JLR as well as outside vendors.

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

Responsibilities

Handle inbound and outbound contacts through multiple channels (voice, email, chat, and social media) from customers regarding their vehicles or experience with the JLR brand.
Respond to customer enquiries through various channels, regardless of their level of complexity
Acknowledge research, document, involve appropriate parties, follow-up 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.
Provide regular feedback and observations to line manager in pursuit on ongoing improvements to process or early warning for trends or increases in volume on specific subjects.
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

What You Bring:

Education & Experience: Experience, appreciation and/or passion for automotive - luxury, function and utility. 1 - 2 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. High School Diploma required; associate or bachelor’s degree preferred
Communication Skills: Strong verbal and written communication abilities, coupled with active listening skills and a knack for objection handling and conflict resolution.
Time Management: Ability to prioritize tasks and manage multiple projects effectively in a fast-paced environment, while maintaining attention to detail and adhering to call center schedule requirements.
Technological Aptitude: Proficiency in MS Office and other communication tools, coupled with the ability to navigate multiple computer screens with ease.
Professionalism: Maintain a professional demeanor, language, and appearance, always representing our company with integrity and excellence.