Position Summary
The Customer Experience Specialist (CXS) will be accountable to manage the end-to-end experience with applicable customers and other stakeholder to promote and ensure both loyalty and trust through a seamless customer journey/experience.
This will be accomplished by creating relationships based on commitment and proactive delivery of promise. The CXS will at all times act with integrity and listen to the customer’s needs, concerns, lifestyle and preferences to align to provide knowledge and resources for contact resolution.
The CXS is empowered to make decisions using CX tools and value add initiatives to resolve customer concerns and ensure customer loyalty.
This position adopts the “Own the Contact” service design ensuring consistency in experience and alignment to the Global CX Mandate(s) focused on increased NPS through experience., Customer interaction will be accomplished through various means including but not limited to phone, email, social media and assigned portals.
The CXS will proactively assist Percepta and Ford teams with insight and knowledge to add value across approved projects and CX related activities. buyers and current owners.
Duties and Responsibilities
§ Provide an exceptional customer experience with focus on building a relationship of trust and enthusiasm through seamless interactions and query/concern resolution. Interactions to include:
o Vehicle knowledge and availability
o Price building
o Local promotions for the plate
o Scheduling test drives, following up with the Dealer the day prior and Customer 2 days after the test drive date
o Assist with specifications of vehicle
o Assist with Customer/Dealer connection
o Educate the customer on products and services
§ Act as a resource of all product knowledge and service support
§ Scheduling activities as required for special events
§ Actively listens to the customer while controlling the interaction to lead the customer in a professional and efficient manner
§ Act as a liaison between customer, service support and dealership by following up to ensure customer satisfaction
§ Responsible for handling inbound customer calls regarding sales and service in a helpful, courteous and professional manner, displaying knowledge and concern for their needs
§ Responsible for handling emails and social media platforms
§ Exhibit strong follow up and organizational skills, in both verbal and written communication
§ Responsible for resolving customer issues using all available resources, including Dealers (i.e. Service Personnel, Subject Matter Experts’, Leadership, and Field Service Engineers)
§ Return all email and voice mail messages promptly and follow up with customers and dealers as committed
§ Responsible for documenting customer inquiries and concerns
§ When necessary, use applicable CX tools to resolve customer concerns. Participate in business related projects (as approved and directed)
§ Ability to meet and exceed specified goals as set forth by leadership
§ Proactively provide feedback to key stakeholders for continued and improved performance of the team – ensuring NPS focus and exceptional service provision and growth.
§ Work as a team player – consistently demonstrating Percepta values to ensure best CX
§ Other duties as assigned
Case Management
§ Practical application of time management is critical as specialists will focus on handling cases from initial concern to resolution
§ Specialists will be trained on processes which include understanding of local laws
§ Specialists will need to handle cases within client’s established timeline
§ Successful agents in this role will utilize resources including onsite Knowledge Base, Dealerships, local resources, Part & Tech SME’s for case progression
§ Critically important to agent success and customer satisfaction includes keeping our promise. Agents must follow up with customers on updates and timelines. Missing timelines to follow up leads to a poor customer experience and diminished brand loyalty
Education
§ Matric Certificate required; Tertiary Education preferred.
Experience
§ Experience, appreciation and/or passion for automotive
§ 2 years of experience in a Contact Center, service industry, or PR/Sales field
§ Knowledge of the automotive industry (preferred)
§ Demonstrated experience in managing customer experiences and loyalty
Skills
§ High level of professionalism, trust and integrity
§ Strong verbal and written communication skills
§ Detailed listening skills
§ Strong customer service, interpersonal and relationship building skills
§ Strong time management and prioritization skills – ability to prioritize projects and customer needs
§ Conflict resolution skills – listen to the customer
§ Strong service and business judgment to ensure timely actions to support best CX
§ Excellent English language, oral and written, with grammatical knowledge and etiquette
§ Effective stakeholder management - verbal and/or written correspondence
§ Ability to blend personality with professional demeanor to provide the customer with a comfortable conversation
§ Effective use of technology platforms to support and manage customer interactions
§ Typing Skills (minimum 30wpm)
§ Knowledgeable in MS Office, Email, Texting and Chat
§ Ability to work across multiple computer screens
§ Ability to work calmly under pressure
§ Displays professionalism in demeanor, language, and appearance
Other
§ Must have access to a stable internet connection, preferably Fibre with a minimum download speed of 20MBPS. Work related requirements will be about 5- 8GB per month.
§ 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
All Employees have been working remotely from home, since 2020. Therefore, in order to be considered for the vacancy you must be able to work comfortably from home and most importantly have access to a stable internet preferably fibre (Mobile data will NOT be considered.). We presently work a hybrid model (2-4 days in the office per month and the remainder working from home).
Percepta Hybrid Work Arrangement Conditions
· You should have a quiet dedicated workspace, free from noise and interruption as you will be required to assist customers and colleagues.
· You will be required to be self-disciplined and maintain a strict work ethic as if you were reporting to the office daily.
· You will be required to provide your own internet connection, preferably fibre with a minimum download speed of 20Mbps and 20Mbps upload speed. Monthly use for work purposes is estimated at between 5 – 8 GB
· Proof of ISP must be provided and random speed tests will conducted by Supervisors
· All work / Computer equipment issued to you remains the property of the Ford Motor company SA and as such you are required to maintain it in the condition you received it and it should be kept in a safe place.
· It is an advantage to have some form of power back up to power your internet and laptop during loadsheddding as you will be required to be online for your daily 8-hour work shift.
· The Hybrid Work Arrangement may be terminated at any time due to operational requirements.
Selection Process
· Suitably qualified applicants will be invited to attend a Zoom virtual Interview (you will need access to a laptop or mobile with access to Zoom with a working camera and audio.
· Shortlisted candidates will be required to complete an independent assessment.
Contract Conditions
· 7-month contract (01 June 2023 – 31 December 2023)
Hours of Operation
· Monday – Friday between 08h00 and 18h00
· Successful candidates will be required to work a 40-hour work shift between the hours of operation.
Salary
R24 000.00 per month.
Job Types: Full-time, Contract
Contract length: 7 months
Pay: R24,000.00 per month
Education:
- High School (matric) (Required)
Experience:
- Customer Service or Call Centre: 2 years (Required)
Application Deadline: 2023/05/22
Expected Start Date: 2023/06/01
