Customer Engagement Advisor
- Deliver exceptional customer service across multiple channels including phone, email, live chat, and social media.
- Manage customer interactions ensuring first-contact resolution and compliance with internal procedures.
- Collaborate with internal teams to enhance the overall customer experience.
Our client, Polestar Australia, is continuing to re-model the Australian automotive landscape. This revolutionary luxury automotive brand is seeking a Customer Engagement Advisor to complement their Customer Service team.
Focusing on delivering exceptional customer service across multiple communication channels, including phone, email, live chat, and social media, to customers and internal/external service partners. As a Customer Engagement Advisor, you will be instrumental in creating and preserving a seamless, luxury experience at every customer touchpoint.
This position is intended to transition to permanent full-time employment after an initial six-month period subject to satisfactory performance.
The suitable candidate will be responsible for:
- Manage inbound and outbound customer interactions across phone, email, chat, and social media, ensuring first-contact resolution and adherence to processes
- Build and maintain positive, professional relationships with customers while assisting them through the buying process via online portals
- Respond efficiently to social media interactions in line with company protocols and accurately log all customer interactions in the CRM system, ensuring compliance with internal procedures.
- Address and escalate complaints as needed, providing timely feedback to management
- Stay updated on product knowledge and policies through workshops, training, and briefings
- Collaborate with internal teams to optimize the overall customer experience
Qualifications & Experience:
- Previous experience in Automotive OEM, luxury automotive retail or sales environment is advantageous
- Excellent verbal communication and writing skills
- Experience in handling phone calls, email case management and strong administrative skills
- Experience with live chat case handling, well developed technical skills, social media proficiency, and intermediate Microsoft Office abilities
- Understanding and passion for Electric Vehicles (EV) and technology, familiarity with Salesforce CRM and Genesys phone systems are all highly advantageous attributes
What do we offer?
- Competitive remuneration
- Structured learning & career development opportunities
- A dynamic, inclusive and sustainable working environment
- Health & Well-being initiatives
To submit your application in strict confidence, click the 'apply' button. If you require further information, please contact Nitin Gundagowni on 0478 307 002.
To view all Bayside Group job opportunities, visit www.baysidegroup.com.au
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