Customer Experience Ambassador

hace 4 semanas

Bogotá, Bogotá D.E., Colombia Autocab A tiempo completo

About the Role

We're seeking a skilled Customer Care Associate to join our close-knit team at Autocab, dedicated to delivering exceptional customer experiences and driving customer satisfaction.

As a key member of our customer-facing team, you'll be responsible for providing a high standard of customer care, ensuring our customers are informed about changes and improvements, and resolving outstanding issues promptly.

Key Responsibilities:

  1. Provide a single point of contact for our customer accounts, maintaining professionalism and empathy
  2. Ensure our customers are informed about changes and improvements
  3. Update customers on outstanding issues and progress to successful resolution
  4. Deliver quarterly account calls to address issues hindering customer satisfaction
  5. Educate customers on product features and ensure they're using them effectively
  6. Prioritize outstanding issues and escalate as necessary to prevent retention problems
  7. Coordinate regular account optimization sessions
  8. Accountable for customer health/satisfaction KPIs
  9. Accountable for customer retention and churn
  10. Work with marketing to provide ongoing customer education and awareness
  11. Handle basic customer complaints
  12. Liaise directly with customers via various methods
  13. Provide professional and prompt responses to customer feedback
  14. Direct queries and requests to relevant departments while maintaining a single point of contact
  15. Obtain and evaluate relevant information to handle product and service enquiries
  16. Keep and maintain records of customer interactions
  17. Make courtesy calls to customers as required
  18. Ensure relevant departments are communicated with and escalated as needed
  19. Identify cross-sell or up-sell sales opportunities and work with sales to deliver solutions

About You

We're looking for someone with excellent communication skills, the ability to empathize with customer pain points, and a strong team player with a 'can-do' attitude. Previous experience in customer-facing roles, particularly in account management or support functions, is highly desirable.

What We Offer

At Autocab, we're committed to providing a supportive and collaborative work environment, with opportunities for growth and development. Our benefits package includes:

  • Full training on the Customer Care role, our products, and how you can best support our customers
  • Competitive salary
  • 25 days' holiday, plus bank holidays
  • Company Pension scheme with 5% Employee and 4% Employer contribution
  • Team lunches and Uber Eats voucher each month
  • Life Assurance - 24/7 cover, 2x basic salary
  • Bonusly reward and voucher scheme
  • Cycle to Work scheme
  • Confidential 24/7 employee assistance programme
  • A collaborative, team-focused culture with regular events and competitions

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