Customer Experience Specialist

Pracovní nabídka

We are looking for a motivated and detail-oriented CX Specialist to join our team. In this role, you will be responsible for providing high-quality support to our customers, ensuring their inquiries are handled professionally and efficiently. You will work closely with our dealer network and internal teams to solve problems and maintain the high standards of the Ford brand.

Main Responsibilities:

• Request Management: Handle customer inquiries across different channels (email, phone) in a timely manner.
• Customer Support: Provide excellent service to customers by following Ford’s guidelines and knowledge.
• Teamwork & Collaboration: Work with colleagues and our dealer network to find the right answers for more complex customer questions.
• Problem Solving: Look into the "why" behind customer issues to understand the root cause and provide better solutions.
• Record Keeping: Accurately document all customer interactions and steps taken in Ford’s internal systems.
• Process Following: Stick to established processes to ensure every customer receives consistent and high-quality service.
• Sharing Knowledge: Help the team improve by documenting and sharing best practices for better customer handling.

Maintain a positive, empathetic and professional approach to customers in all circumstances.

What we expect from you:

Languages:
Czech: High level of proficiency, native speaker.
English: Good communicative level (both written and spoken) is required.

• Good working knowledge of MS Office365, particularly Excel.
• Strong verbal and written communication skills. You should be comfortable negotiating and expressing yourself.
• Ability to stay calm and professional when resolving disagreements or difficult situations.
• Previous experience in customer service or customer management, ideally automotive or other technical field.
• At least basic understanding of consumer protection rules (experience in a similar role is an advantage).
• We value people who are disciplined, punctual, and can adapt to changing priorities.
• A "can-do" attitude with the ability to handle multiple tasks at once.
• Ability to communicate effectively with different levels of the company and work well in a multicultural team.

What we offer:

• Prestige and stability of a strong international group.
• Opportunity to utilize and develop your unique professional and personal strengths.
• Competitive salary and a wide range of employee benefits.
• A friendly work environment with a culture of openness and transparency.
• Possibility to work from home 1 day per week

If this role sounds like the right fit for you, please send us your CV and cover letter in both Czech and English.