Customer Experience Advisor (12 month contract)

Company Description

MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: Sales Performance; Repair Optimization and Compliance; Parts and Accessories Sales Performance; and Consumer Engagement.
With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.

Job Description

• Supporting the launch of the Jaguar Land Rover OneApp (Telematics app) within the Jaguar Land Rover Customer Relationship Centre
• Handle customer enquiries, complaints, and escalations professionally and efficiently.
• Providing answers to clients by identifying problems, researching answers, and guiding clients through corrective steps.
• Record events and problems and their resolutions in a ticketing system.
• Liaise with Client; work hand in hand with JLR individuals and teams.
• Ensure all correct processes and procedures are followed.
• Build strong relationships with customers to promote loyalty and retention.

Qualifications

Must:

• Experience in customer experience roles.

• Strong communication and interpersonal skills.

• Excellent problem-solving and conflict-resolution abilities.

• Experience using CRM and customer feedback management systems.

• Experience in troubleshooting issues.

• Good problem-solving skills and communication skills.

Desirable:

• Experience within the automotive industry or luxury retail environment.
• Knowledge of customer journey mapping and customer experience methodologies.
• Understanding of NPS, CSI, and customer insight tools.

Additional Information

Working hours and location 

12 month fixed contract

Coventry

Monday-Friday

08:00 - 17:00 hours (week on, week off) 

4 week induction in office - Jaguar Land Rover Whitley, Coventry 

2 week Grad Bay - Jaguar Land Rover Whitley 

2 days in office Tuesday and Wednesday (after 6 weeks) 

Package

• Up to £38,000 per year
• 25 day annual leave entitlement (plus bank holidays)
• Company contributory pension plan
• Cashback healthcare scheme
• Life Assurance
• Car Salary Exchange Scheme

You can read more about us on our website: MSX International