Customer Experience Representative
- Port Louis
- Not disclosed
- Permanent
- Added 27/03/2024
- Closing 05/04/2024
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.