Customer Experience Specialist

Há 5 dias

São Paulo, São Paulo, Brasil JATO Dynamics Tempo inteiro

About JATO Dynamics

JATO Dynamics is a leading provider of automotive market intelligence solutions. Our mission is to deliver comprehensive, accurate, and up-to-date databases of vehicle prices, specifications, industry news, incentives information, and sales and registrations data.

Job Summary

We are seeking a highly skilled Customer Experience Specialist to join our team. As a key member of our Customer Experience and Success teams, you will be responsible for delivering timely technical, product, training, and support knowledge to our customers.

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, troubleshoot, 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.

Requirements

  • 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 a high level of attention to detail and able to resolve complex issues.
  • Critical thinking skills with the ability to analyze 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).

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