Main Purpose:Provides support for and facilitates delivery of outstanding customer experiences, aligning with Customer First principles and a modern luxury approach, to achieve successful sales deals in a seamless, effortless Omni channel landscapeKEY RESPONSIBILITIES

1. ENQUIRY & REQUEST MANAGEMENT

• Respond to enquiries from customers, retailers/agents, your colleagues, to understand their requirements, build personal connections and develop sales opportunities
• Provide 1st line systems and process support (without unnecessary hand-overs to other parties)
• Personally demonstrate our client’s Customer First and Modern Luxury principles
• Do the effort so the customer does not have to worry
• Provide a warm, sincere, meaningful contact and conversation; being respectful of the customer’s time and circumstances
• Listen (to understand and get it first time right), and acknowledge
• Ensure optimal data completeness and accuracy
• Comply with inbound and outbound targets and contact KPIs in all enquiries, issues, actions and tasks
• Accurately records all interactions, information and actions on the designated JLR systems
• Always align with the customers preferences and communication channel requirements

2. SYSTEM & PROCESS SUPPORT

• Provide efficient and effective systems and process support to Retailers/Agents, colleagues and all customers; without unnecessary hand-overs if possible
• Be an active participant in support of a high performance and effective support Team
• Interact with Teams, all stakeholders and 3rd Parties, to resolve queries and issues reported, efficiently, effectively and quickly
• Apply the correct issues logging requirements with the correct Parties, and provide all necessary information as required
• Track issues and do follow-ups to ensure complete and successful resolution
• Communicate with the Team to share information (Participate in meetings for the Team to track and manage performance, share information and manage issues)
• Actively attend all training and knowledge development opportunities, to expand personal capabilities
• Request assistance to develop knowledge of Customer products, technologies, systems and processes, as well as improving customer handling skills
• Communication of general system downtime or issues to the relevant users

3. TAKE OWNERSHIP AND KEEP IN CONTACT

• Fulfil all commitments and provide promised feedback
• Post-sale follow-up calls ?
• Talk to customers and Agents/Retailers to resolve escalated issues and complaints, ensure customer satisfaction and delight, and facilitate successful sales deal progress
• Ensure a seamless customer journey – we do the effort so our customer don’t have to worry

4. DRIVE IMPROVEMENT

• Participate in regular meetings to review KPIs and identify better ways of doing things
• Take a pro-active approaches to identify recurring problems and raise with Team Leaders, Management and colleagues
• Deliver continuous improvement to ways of work and service delivery excellence
• Support the Team to adapt to change, growth, improvements and performance excellence

Team

Working with and supporting colleagues across the JLRSA Business, Retailers/Agents and 3rd party Partners

Positive attitude, sentiments, dependable

Financial

Takes cognizance of commercial and financial aspects

Resource scheduling

Takes personal responsibility for time management and scheduled commitments (in compliance with staff requirements)

Customers

Staff and Teams, Retailers/Agents, your colleagues, retail customers and vehicle owners, 3rd party partners; delivering outstanding customer experiences

COMPETENCIES REQUIRED BY THE ROLE

Competency level

High performing support and sales consultant with ability to manage own performance and responsibilities

Willing to learn and become expert in new systems and processes

Digitally savvy over various communication channels

Qualification

Higher education levels

Experience

Preferably automotive and modern luxury

Beneficial Salesforce experience (not essential)

High performing team member

A Team player accustomed to high performance teams, consistently contributing to drive customer service excellence and outstanding customer experiences

Operational excellence

High EQ, high/excellent written and verbal skills, problem solving, agile, self driven

Excellent communicator and listening skills

Financial focus

Commerce and Finance savvy (within this role)

Innovation and improvement

Strives for continuous improvement