MSX International
Customer Experience Advisor - JLR (12 month fixed term contract)
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Company Description
MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: Sales Performance; Repair Optimization and Compliance; Parts and Accessories Sales Performance; and Consumer Engagement.
With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.
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.
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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
- 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
With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans:
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- Consumer Engagement
- Parts, Accessories & Service Performance
- Actionable Insights
- Repair Optimization & Compliance
- Learning Solutions
- Distribution & Sales Performance
Our proven track record means that we now partner with almost every car manufacturer on the market.
The MSX Purpose
To empower Movers and Makers to thrive in our ever-changing world
The MSX Mission
To harness our expertise in mobility, the creativity of our global teams, and the power of technology, to craft tailored, sustainable and innovative solutions.
The MSX Vision
To be the clients’ first choice, recognized for our operational excellence and commitment to driving change and innovation in the mobility industry.
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.
Workplace Type: Customer Site
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