Customer Experience Specialist

hace 1 semana

Madrid, España Jato Dynamics Ltd A tiempo completo

About us:
JATO Dynamics is a global company and the leading provider of automotive market intelligence. With an insight into over 50 overseas markets, we deliver the world's most complete, accurate and up-to-date automotive data and insights, creating significant competitive advantage to our customers.
Role Overview:
As a Customer Experience Specialist, you will be at the heart of our mission, delivering timely technical and product support, along with training to our customers.
In this role, you will be a trusted partner and play a vital role throughout the customer journey. You will collaborate closely with our Customer Experience and Commercial teams, as well as other JATO colleagues, to ensure a seamless and frictionless experience.
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.
Key Requirements:
2-5 years of experience working in a customer-facing support role.
2+ years of automotive, data solutions, and/or digital experience (desirable).
Excellent written and verbal communication skills in English are required. Proficiency in Dutch is desirable.
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.
Effective communication, presentation, and facilitation skills.
Team-oriented, self-motivated, confident, collaborative, and enthusiastic.
Knowledge of customer experience and success principles (desirable).
Solid knowledge in IT literacy, MS Office, Excel; PowerBI, APIs, SQL a plus.
Knowledge of customer service tools, i.e., CRM/JSD, Case Management.
JATO Dynamics is a global business, and our success is attributed to the diversity, skills, and experiences of our colleagues across the world. We are proud to be an equal opportunity employer and are committed to equal employment opportunity regardless of race, sex, age, gender identity, sexual orientation, religion or belief, disability, marital status, or veteran status.

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