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
MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.
Customer Experience Advisor in Coventry employer: MSX International
MSX International is an excellent employer, offering a dynamic work culture that prioritises diversity and inclusion. Located in Warwick, UK, employees benefit from a collaborative environment that fosters professional growth and development, particularly in the rapidly evolving field of AI and data governance. With a commitment to ethical standards and compliance, this role provides meaningful opportunities to make a significant impact in responsible AI management.
