Website JATO Dynamics
Customer Support & Data Specialist Jobs in WFH
Hiring Customer Support & Data Specialist
An exciting opportunity has arisen, JATO is Hiring a Customer Support & Data Specialist to join the wider Data Operations team.
As a Customer Support & Data Specialist you will provide high levels of customer service at all stages of the customer journey to maximise customer satisfaction, retention, product utilisation, and business opportunities.
Additionally, you will be responsible for performing the day to day allocated work and deliver against the Data operations and research priorities for JATOs products and services through collecting UAE automotive data on pricing, specifications and options for cars and light commercial vehicles on a continuous basis and maintain the JATO databases in an accurate and timely driving /delivering Customization project efficiently.
The candidate will operate under employment from our local JATO Dynamics DMCC company in Dubai, UAE and will be home based.
Key Responsibilities
Customer Support:
– Execute customer support plans including technical requirements, onboarding, product demonstrations, and other initiatives to deliver an optimal customer experience
– Consult with customers as required and explore premium service opportunities where possible, communicating these to the Commercial team as necessary, in order to improve the Customer User Experience and increase revenue
– Collaborate across departments by sharing knowledge, customer insights, and best practices to deliver customer-centric service
– Review and analyse customer product and performance levels to ensure JATO customers are utilising JATO products to their full benefit and potential in order to drive retention and growth
– Coordinate with the Commercial and training teams as necessary to ensure delivery of customer specific support plans and training requirements in order to meet customer expectations
– Deliver first line support across JATO platforms including product, technical, database, and other areas as assigned to provide a frictionless customer experience
– Troubleshoot and resolve all customer queries according to JATO processes, SLAs, and standards to gain customer insights, improve product confidence, and integrate JATO solutions into the customer business
– Facilitate customer onboarding according to JATO standards to ensure customers can access and use JATO products
– Record customer support activities on internal JATO tools, such as CRM, JSD, etc., to ensure SLA and KPI performance targets have been met
– Report data and/or platform issues to foster continuous improvement of JATO data and our platforms to improve customer NPS scores
– Participate in User Acceptance Testing (UAT) as required to ensure timely and reliable product releases
– Develop and maintain a good knowledge of all JATO products and platforms in order to support a global approach to customer service and optimise JATO solutions with our customers
Data Specialist:
– Based on allocated workload monitor the events of automotive market(s) and collect the relevant and required information in-order-to input into JATO databases using our proprietary software and following company procedures and guidelines
– Elicit additional relevant information and ensure a steady flow of the highest quality data by using effective networking (internal, external, primary or secondary sources) and influencing skills
– Review documentation to gather details of specific changes and align against relevant JATO definitions, data structure and existing vehicle data
– Successfully resolve customer issues as a part of The JATO experience customer support/escalation process
– Stay up to date and execute the latest, ongoing JATO procedure changes
– Advocate one’s personal development as a part of JATO’s ongoing learning curriculum
– Use of JATO workload tools (i.e. time recording, ) as well as coding tools (i.e. VRT) which are existing now or those may be used in the future
– To implement corrections and changes into the database as guided and required by the Data Operations management and CoE
Key Requirements
– Interest and/ or work experience gained within the Automotive sector
– Ideally have worked within a Customer Service/ Support/ Success environment before
– Must have exceptional communication skills in the English and Arabic language
– Critical thinking skills with the ability to analyse and provide data insights
– Experience of working with SQL (desirable)
– Experience utilising customer service tools such as CRM/JSD and Case Management portals
– Must be driven, confident and self-motivated
– High level of attention to detail
– Must have strong presentation skills
– Ability to troubleshoot and resolve issues in a proactive manner
– Must have the ability to work independently and as part of team
– Knowledge of JATO solutions (desirable)
– Proficient with MS Packages (Excel in particular)
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To apply for this job please visit jato-hr.secure.force.com.