Customer Experience Specialist
Há 1 mês
About us:
JATO Dynamics is a global company and the leading provider of automotive market intelligence. With an insight into over 50 overseas markets, we deliver the world's most complete, accurate and up-to-date automotive data and insights, creating significant competitive advantage to our customers.
Role Overview:
As a Customer Experience 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.
Key Responsibilities:
- 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.
Key Requirements:
- 2-5 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,
- 2 + 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)
JATO Dynamics is a global business and our success is attributed to the diversity, skills and experiences of our colleagues across the world. We are proud to be an equal opportunity employer and are committed to equal employment opportunity regardless of race, sex, age, gender identity, sexual orientation, religion or belief, disability, marital status or veteran status.
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