Customer Experience Representative

The Customer Experience Representative is responsible to ensure that service quality standards set by Management, are respected by customer-facing employees, and that customer expectations are met.

RESPONSIBILITIES AND DUTIES

• Understand customer needs and partner with colleagues to find solutions.
• Manage relations with customers closely until full resolution.
• Check customer’s satisfaction after resolution.
• Listen and respond promptly to clients' needs and concerns.
• Collect customer status by receiving and recording information through the right tool.
• Maintain a positive, empathetic, and professional attitude toward customers always to ensure customer satisfaction.
• Transform a negative customer's experience into a positive outcome.
• Maintain accurate records of all interactions, transactions, comments, complaints and keep internal stakeholders appraised of necessary actions.
• Perform any cognate duties assigned by your reporting line.
• Maintain and analyze problem logs to identify and report recurring issues affecting customer satisfaction, based on all available data (e.g. complaint history, surveys) and on own experience auditing the frontline.
• Explain queries by identifying the problem; explaining procedures; forwarding required adjustments.
• Ensure that image and service standards are maintained through monitoring tools and systematic follow-up.

SKILLS

• Proficiency in CRM software.
• Knowledge of automotive, production, manufacturing, and workshops industry quality requirements.
• Strong interpersonal and communication skills to effectively interact with staff, management, and external partners.

QUALIFICATIONS & EXPERIENCE

• At least a certificate or equivalent in management or a business-related field.
• At least 3 years of customer-facing experience in a service industry.
• Language: Fluent in French, English and creole.
• Computer Skills: Proficient with all common computer applications.
• Minimum 5 years of experience in n a customer service role, preferably in the automotive sector.
• Experience in conducting internal audits, with a strong understanding of automotive standards and regulations.
• Holder of a valid driving private car license.