Consumer Experience Specialist

**Want to join us on our exciting journey?**

Volvo Cars is on an exciting journey, redefining the automotive experience by innovating to make people’s lives less complicated. We offer you a once-in-a-lifetime chance to make an impact in a company with unique opportunities to grow and make a true difference.

Volvo Cars is pushing the boundaries within electrification, design, safety and sustainability. The role Consumer Experience Specialist gives you the unique opportunity to create a great customer experience for our consumers. The link between the Volvo Car Group brands, the consumer and the dealer. We provide consumers excellent experience by engaging them with our partners’ products, services and offers.

**What’s in it for you?**
In this role as a CX Specialist, you will have the opportunity to be part of an experienced, enthusiastic and motivated team working together to enhance brand image, and improve Consumer experience, loyalty and engagement during all phases of the journey.
You will report to our CX Director of Portugal and be part of a tight team who work closely together and support each other.

**What you will do**
As our Consumer Experience Specialist, your responsibility is to consistently deliver an outstanding, personal customer experience addressing the needs of current and future consumers across the shopping and ownership journey. You will get the opportunity to get insights and learn so much both about the consumers and the products which could be highly valuable if you like to build a future career within the company.
You will visit and follow up with retailers assuring brand consistency, satisfaction values, and action plans regarding consumer satisfaction as well as introduce new standards in retailers (Ex: car handover process, service reception processes...) You will collaborate with retailers about consumer experience cases and investigate how to improve results.
This is a great opportunity to connect with our customer care hub in Madrid, standardize and propose customer care communication (scripts, texts, voice calls, eDMs, etc.)

**You will also support with**:

- Volvo loyalty programs
- All Consumer Experience related events (like Volvo Studio)
- New processes and the mindset change to a new direct relation with the client keeping retailers on board at the same time.
- Migration to new platforms

**Do you fit the profile?**
Do you recognize yourself as having a genuine interest in providing excellent customer service and being motivated by working in a fast-paced, dynamic team facing challenges in an optimistic way? Then this could be the right opportunity for you.

We are looking for you with some years’ experience, maybe 2-4 years, in consumer experience/customer care/call centers. You have a good way of managing stakeholders and presenting your ideas and topics. You have excellent oral and written communication skills in English and Portuguese. We believe that you know how to work with CRM systems such as Salesforce.

We are focusing on online a lot so your Digital savvy and tech resourcefulness will be valued. Working experience in retail, telecoms, insurances, or banking is also seen as an advantage.

**Who are you?**
You are humble and respectful of others, a curious listener, eager to support and find the best possible solution for every situation. You are truly customer focused and dedicated to exceeding expectations and coming up with new innovative solutions when needed. You have the interest to learn and to be able to understand and clearly convey brand, business and technical concepts in a simple way. You prefer working in a collaborative environment showing strong communication skills. You have an interest in analyzing data and like to think of new creative ideas.

**How to learn more and apply?**

**Who are we?**

Everything we do starts with people. Our purpose is to provide freedom to move, in a personal, sustainable and safe way. We are committed to simplifying our customers’ lives by offering better technology solutions that improve their impact on the world and bringing the most advanced mobility innovations to protect them, their loved ones and the people around them.

Volvo Cars’ continued success is the result of a collaborative, diverse, and inclusive working environment. The people of Volvo Cars are committed to making a difference in our world. Today, we are one of the most well-known and respected car brands, with over 40,000 employees across the globe. We believe in bringing out the best in each other and harnessing the true power of people. At Volvo Cars your career is designed around your talents and aspirations so you can reach your full potential. Join us on a journey of a lifetime as we create safety, autonomous driving and electrification technologies of tomorrow.