Customer Experience Specialist
Há 6 dias
Join JATO Dynamics – Leading the Future of Automotive Market Intelligence
Are you ready to be part of a global leader in automotive market intelligence? At JATO Dynamics, we deliver the world’s most comprehensive, accurate, and up-to-date databases of vehicle prices, specifications, industry news, incentives information, and sales and registrations data.
We’re passionate about our customers and their experiences with JATO. Our Customer Experience and Success teams are dedicated to ensuring our customers thrive with JATO solutions, providing exceptional experiences that foster long-term partnerships.
As a Customer Experience Support Specialist, you’ll be at the heart of our mission, delivering timely technical, product, training, and support knowledge to our customers. Your goal? To become a trusted partner and play a vital role throughout the customer journey. You’ll collaborate closely with our Customer Experience and Commercial teams, as well as the wider JATO family, to ensure a seamless and frictionless experience.
In this role, you will:
- Achieve customer experience plans including technical, onboarding, product training, and other areas to achieve customer success objectives.
- Provide seamless and frictionless customer experiences to create positive brand feedback, advocacy, loyalty, and business growth.
- Support first-line customer response, trouble-shoot and resolve all customer queries following JATO processes and standards.
- Gather customer insights through structured and unstructured feedback channels to improve customer satisfaction across product, processes, and people areas.
- Use customer journey framework and customer relationship management skills to engage and onboard customers in day to day pre- and post-sale activities.
- Develop in-depth knowledge of global and regional solutions to provide value-added service, dynamic interactions, and tailored recommendations.
- Participate in User Acceptance Testing UAT) as required for product releases.
What we're looking for:
- Two-five years of progressive experience working in a customer facing support role.
- Bilingual in Portuguese and English is essential.
- Ability to troubleshoot and resolve issues in a proactive and systematic manner.
- Diligent with high level of attention to detail and able to resolve complex issues.
- Critical thinking skills with the ability to analyse and provide insights.
- Responsiveness and agility to go above and beyond with customers and take extra steps to achieve customer goals, meet challenges, and add ongoing value.
- Solid knowledge in IT literacy, MS Office, Excel; PowerBI, APIs, SQL a plus.
- Effective communication, presentation, and facilitation skills.
- Team oriented, self-motivated, confident, collaborative, and enthusiastic,
- Two plus years of automotive, data solutions and/or digital experience (desirable).
- Knowledge of customer service tools, i.e., CRM/JSD, Case Management.
- Knowledge of customer experience and success principles (desirable)
Ready to make an impact and join a team that values creativity and innovation ? Apply now and help us shape the future of automotive market intelligence
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