Job Description
Customer Experience Consultant
We are seeking a self-motivated Customer Experience Consultant with a strong focus on customer service and a passion for digital solutions. This role is integral to the Customer Experience team, ensuring a seamless experience for our Premium accounts across the Castrol business.
You will be the primary point of contact for customer queries via phone and email, contributing to business objectives through effective problem-solving and multitasking. Your proactive approach to promoting online services will drive customer self-service and enhance overall satisfaction.
**Key Responsibilities:**
– Serve as the first point of contact for Premium accounts, handling queries, order processing, and application support in line with Service Level Agreements.
– Utilize various digital platforms to communicate effectively with customers and collaborators.
– Employ exceptional customer service techniques, including empathy and conflict resolution, to manage challenging situations.
– Identify potential reputational risks and apply conflict resolution strategies to mitigate issues.
– Foster professional relationships aligned with GBS core values and drive continuous improvement initiatives.
Key responsibilities :
– Balancing multiple customer inquiries while maintaining high service levels.
– Adapting to organizational changes and delivering low-effort customer interactions.
– Proactively identifying and addressing potential reputational risks.
Essential Criteria:
– **Education:** A Level or equivalent.
– **Experience:** Minimum of 12 months in customer service, preferably with Key Account Customers.
– **Skills:**
– 3+ years in a corporate customer experience role.
– Strong diagnostic and problem-solving abilities.
– Excellent written and verbal communication skills.
– Collaborative team player with strong attention to detail.
– Proficient in SAP, JDE, Gen+, and Salesforce CRM; familiarity with chatbots and social media platforms.
Travel Requirement: Minimal travel expected.
Relocation Assistance: Not applicable for this role.
Remote Type: Hybrid (office and remote work).
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