Customer Experience Advocate

About the role

The Customer Experience Advocate will join the Customer Experience Team to deliver exceptional service across phone, email and social media channels. The role focuses on creating seamless interactions for customers throughout the purchasing and service journey.

Key responsibilities

• Manage inbound and outbound customer interactions via phone, email and social media, ensuring first‑contact resolution.
• Build and maintain professional relationships with customers, guiding them through purchase and scheduled servicing processes.
• Respond to social media enquiries in line with company protocols and accurately log all interactions in the CRM system.
• Escalate queries as needed and provide timely feedback to relevant parties.
• Develop subject‑matter expertise through internal workshops, training and briefings.
• Collaborate with internal teams to continuously improve the overall customer experience.

Required profile

• Previous experience with an automotive OEM is preferred; retail or sales background is also advantageous.
• Excellent verbal communication and writing skills.
• Experience handling phone calls, case management and social media interactions.
• Strong technical and administrative abilities with proficiency in Microsoft Office tools.
• Familiarity with Zoho CRM or similar systems and integrated phone systems is highly desirable.

Required skills

• Zoho CRM (or similar CRM platform)
• Integrated phone system
• Microsoft Office suite