Customer Experience Consultant

3 weeks ago

Auckland, New Zealand Fleetpartners Group Full time

Who we are:FleetPartners Group is an ASX 300 listed financial services, vehicle management, and employee benefits company. We are an organisation where 98% of all team members believe that their manager genuinely cares about their well-being and feels valued. We also help everyday Australians to maximise their salary by administering employee benefit programs and help them to get into the car of their dreams.We have a strong company culture that values our people and are proud to present you with this opportunity to join our team. We support all types and sizes of businesses to acquire and effectively manage their vehicles, with over 93,000 vehicles currently under management.Our PromiseFleetPartners Group is an equal opportunities employer; therefore, all qualified applicants will receive consideration without regard to their race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.Who we're looking for:To provide exceptional customer service and support to our customers, sales teams, and other operational functions within the business. To enable the Sales Team to achieve the Sales budget and the overall business strategy whilst providing an exceptional customer experience. Helping the business deliver an outstanding Net Promoter score (NPS) through the delivery of customer-centric outcomes. Attract potential customers by answering product and service questions; suggesting information about other products and services. As a Customer Experience Consultant, you will achieve high levels of customer satisfaction when responding to inbound and outbound customer requests, taking personal ownership for the customer experience to help influence their decision to renew or expand upon products and services they have with us.What you'll be doing:Customer ExcellenceUnderstand the customer's industry drivers, business objectives, and organisation so that effective growth/maintenance strategies are developed which will underpin the value that FleetPartners brings to the customer to drive real business outcomes.Right first-time responses with all activities.Customer life cycle administered and managed right first time from quote to full in-life management.Generate customer quotes within SLA's.Delivery support to our customers and Sales professionals for onboarding and in-life management activities within SLA's.Drive early engagement in the customer buying process - diagnosing customers' needs and tailoring solutions to match while networking within the customer account and industry.Champion the customer needs and requirements within the FleetPartners organisation and work closely with the Sales Team to ensure customer satisfaction every time.Actively utilises the customer surveying solutions made available by the business.Enable the Sales teams to seek opportunities for competitive migration.Enable the Sales Team to achieve Sales budget targets while following established pricing policies and effective communication.Manage and maintain a balanced approach to superior customer service and strategic account planning, quarterly results, and long-term customer goals.Identify new sales opportunities and focus on providing consultative support by supporting sales with their value propositions for the customer.Manage and build customer contacts, serving as the customer's ambassador, trusted advisor, and advocate.Establish oneself as a focal point for Sales relationships and assist with information for contract negotiations.Manage all sales and operational related activity through the accurate, timely, and detailed use of the Customer Relationship Management (CRM).Effective Team Member:Collaborate with FleetPartners team peers to share and impart knowledge.Leverage resources to address customer drivers and initiatives in a consultative manner.Guide and leverage Sales interactions with the customer.Maintain a high degree of awareness of customer's next best alternatives and communicate competitive challenges to sales management and technology teams in a timely manner.Adhere to the FleetPartners Values and Code of Conduct at all times and in all dealings with internal and external parties.Adhere to all company policies and procedures.Minimum Qualifications:Tertiary qualified in Finance/Business.Sales support experience.Basic experience as a customer experience specialist.Proven experience in cross-selling and consultative selling with experience in collaborating across both client and own organisation to drive a One-Eclipx approach.Demonstrated experience in customer engagement and building long-term relationships.Solid understanding of customer financials.Proven experience in the customer experience journey.We offer:We are always developing our benefits for our staff, this includes up to 27 days annual leave, flu jabs, corporate discounts, and hybrid working arrangements.We like to see our team grow, develop and succeed at FleetPartners; therefore, we pride ourselves on providing promotion and secondment opportunities.We like our team to enjoy their working environment and culture, we do this by quarterly recognition awards, office/external events, and by celebrating our core C-A-R-E values.Next StepsIf you are successful in your application, then we will be in touch with you soon.Offer of employment with FleetPartners Group is conditioned upon the successful completion of a background check, subject to applicable laws and regulations.AwardsToitu net carbon zero certificationWGEA Employer of Choice for Gender EqualityWork180 Endorsed Employer for Women
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