Senior Customer Experience Representative

Senior Customer Experience RepresentativeTrade Me is looking for an experienced Senior Customer Experience Representative to join the team in providing exceptional service to Trade Me Motors customers. As part of the Customer Experience team, you will handle inbound and outbound customer queries via phone and email, own issue resolution, identify revenue growth opportunities, and represent Trade Me effectively to customers.Here's what you can expect from this role:Set the standard for outstanding service for all Motors customers by promptly managing inbound and outbound calls and emails.Champion change, help develop, nurture, and train the wider Customer Experience team.Assist in writing new policies, supporting the team, and ensuring efficient implementation.Act as the first point of escalation to ensure a positive customer experience.Establish new accounts, create customer contracts, apply proper pricing, manage invoice and credit inquiries.Develop a deep understanding of our products to provide best practice advice and resolve issues effectively.Support the sales team by upselling, passing on warm leads, and addressing support questions.What you will bring to our team:Ideally 3 or more years' experience in a Customer Support environment.High computer skills with the ability to learn new systems quickly. Experience with Salesforce is advantageous.Ability to analyze, make suggestions, build credibility, and upsell.Knowledge of what constitutes a great customer experience.Strong written communication and interpersonal skills.Resilience and ability to handle tough conversations.If you are excited about this opportunity, we encourage you to apply regardless of not meeting all requirements. Trade Me values diversity and promotes a flexible workplace to help individuals reach their potential.
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