Job Summary: 

• Help manage the remote customer service team 
• Ensure that all remote agents are equipped with proper materials and knowledge to help support customers
• Work with an online chat agent, responding to customer inquiries promptly
• Handle customer communication, exception cases and priority issues
• Maintain customer knowledge base and disseminate information to the CS team
• Interface with R&D and Supply Chain teams to obtain customer feedback and data
• Influence new product development and production
• Partner with the fulfillment center to handle customer remediation issues
• Manage customer communications and outreach via social media
• Come up with creative ways to improve the overall customer experience
• Maintain customer experience reporting and KPI tracking

Skills on Resume: 

• Customer Support (Soft Skills)
• Chat Response (Hard Skills)
• Issue Resolution (Soft Skills)
• Knowledge Management (Hard Skills)
• Cross-Functional Collaboration (Soft Skills)
• Product Feedback (Soft Skills)
• Experience Improvement (Soft Skills)
• KPI Tracking (Hard Skills)

Job Summary: 

• Lead the Customer Experience measurement, analysis, and improvement plans
• Lead the annual Customer Experience analysis process and presentation
• Define and communicate annual KPIs and NPS targets
• Harness key stakeholders across business operations, product management, delivery, and support organizations to operationalize customer experience improvements
• Leverage cross-functional knowledge as an advocate for the customer to help shape the customer journey and continuous improvements
• Coach and on-board customer-facing employees and managers regarding methodologies, practices, templates, and the delivery of Customer Experience tools and feedback execution
• Lead a direct team of Customer Experience Analysts and Voice of the Customer Specialists
• Deliver tools and training to business units on how to view and act upon customer feedback

Skills on Resume: 

• Customer Analysis (Hard Skills)
• KPI Management (Hard Skills)
• Stakeholder Engagement (Soft Skills)
• Journey Mapping (Soft Skills)
• Cross-Functional Leadership (Soft Skills)
• Employee Coaching (Soft Skills)
• Team Leadership (Soft Skills)
• Feedback Execution (Hard Skills)

Job Summary: 

• Supports outsource contact center personnel with tools, processes and information to drive customer satisfaction
• Interact with customers via email and over the phone to solve order and product-related issues
• Use resources to assist in the buying decision of customers using managed websites and online Marketplaces
• Be a Subject Matter Expert on vehicles, parts and accessories
• Providing accurate fitment, diagnosis and support to Customers
• Ensures that customers have a positive experience
• Commits to meet or exceed customer expectations
• Facilitate problem solving, research, and dispute resolution between dealers, Technical Support, eCommerce and consumers
• Use metrics to improve consumer satisfaction and conduct data analysis to identify root causes
• Accountable for follow-up with customers to ensure problems/issues receive a timely response or resolution
• Build long-term relationships by providing customer-centric solutions in a timely fashion
• Maintain a positive representation of all brands at all times

Skills on Resume: 

• Customer Support (Soft Skills)
• Problem Solving (Soft Skills)
• Product Expertise (Hard Skills)
• Fitment Accuracy (Hard Skills)
• Satisfaction Metrics (Hard Skills)
• Dispute Resolution (Soft Skills)
• Relationship Building (Soft Skills)
• Data Analysis (Hard Skills)

Job Summary: 

• Creating customer account masters in SFDC
• Input new and repeat orders into SFDC and track the process through to shipment
• Engage customers to understand the nature of their request and triage critical issues
• Adhere to Quality Management System procedures
• Contribute to quality compliance through accurate and concise case documentation
• Promptly identify the issue through data collection and troubleshooting
• Provide basic product information and resolve routine product complaints and inquiries
• Document feedback and complaints according to the Complaint Handling Policy and Procedures
• Manage customer returns and credit notes
• Maintain product knowledge and support continuous improvement efforts
• Complete all assigned and required training satisfactorily and on time
• Performs additional tasks assigned by the CX Manager and/or Commercial management team

Skills on Resume: 

• Order Management (Hard Skills)
• Issue Triage (Soft Skills)
• Quality Compliance (Hard Skills)
• Case Documentation (Hard Skills)
• Product Support (Soft Skills)
• Complaint Handling (Hard Skills)
• Return Processing (Hard Skills)
• Continuous Improvement (Soft Skills)

Job Summary: 

• Handle entry-level customer-related issues and concerns
• Record all customer interactions in SAP
• Process standard orders and maintain order accuracy
• Ensure all orders are entered within the timeframe
• Process changes and enhancements to orders
• Participate in departmental activities and initiatives
• Maintain complete customer records of all direct customers' returns, orders, credits, and requests
• Build long-term relationships by providing customer-centric solutions in a timely fashion
• Successfully manages multiple open software programs and screens simultaneously

Skills on Resume: 

• Customer Interaction (Soft Skills)
• Order Processing (Hard Skills)
• Data Entry (Hard Skills)
• Record Maintenance (Hard Skills)
• Time Management (Soft Skills)
• Relationship Building (Soft Skills)
• Multitasking Ability (Soft Skills)
• SAP Proficiency (Hard Skills)

Job Summary: 

• Act as a role model by representing the voice of the customers throughout the organisation whilst maintaining the company’s vision
• Actively monitor local E.S.E segment NPS and partner with relevant teams to drive local improvement to improve customer satisfaction
• Establish a strong team to manage service delivery
• Coach, lead and develop the team for strong knowledge of local logistics operations and systems, to drive continuous improvement and delivery
• Manage and lead team performance by ensuring global standards and individual customer service approaches, based on customer segment focus, are in place
• Reduce the total number of reactive customer contacts for segments
• Embed customer mindset within the team
• Ensure good collaboration as part of cross-functional customer teams
• Ensure customer experience in cross-functional teams for segments
• Work closely with GSC to lead and accelerate efficiency

Skills on Resume: 

• Customer Advocacy (Soft Skills)
• NPS Monitoring (Hard Skills)
• Team Development (Soft Skills)
• Performance Management (Hard Skills)
• Customer Mindset (Soft Skills)
• Contact Reduction (Hard Skills)
• Cross-Functional Collaboration (Soft Skills)
• Efficiency Acceleration (Soft Skills)