Customer Experience Specialist

3 days ago

Oslo, Oslo County, Norway XPENG Full time

Intelligently Moving Your World

XPENG is a leading technology company focused on designing, developing, manufacturing, and marketing intelligent mobility solutions, including electric vehicles (EVs), electric vertical take-off and landing (eVTOL) aircraft, and robotics. We aim to create a thoughtful and empathetic future for mobility that enhances driving experience. Headquartered in Guangzhou, China, XPENG has regional offices in Beijing, Shanghai, Shenzhen, Silicon Valley, and San Diego, and in 2021, we established our European headquarters in Amsterdam, along with offices in Copenhagen, Munich, Oslo, and Stockholm.

Our passionate and diverse team, with expertise in technology, finance, and the automotive industry, spans hubs in China, the US, and Europe. Together, we are forging our international presence as pioneers in the future of mobility.

Why should you be part of our success story?

XPENG Inc.'s American Depositary Shares (ADSs) have been listed on the New York Stock Exchange (NYSE) under the symbol 'XPEV' since August 27, 2020, and on the Stock Exchange of Hong Kong Limited (SEHK) under the symbol '9868.HK' since July 7, 2021. In 2023, XPENG further strengthened its growth trajectory with a $724 million strategic investment from Volkswagen, solidifying its position in the global market. There has never been a more exciting time to join XPENG — a leader in smart electric vehicles and sustainable mobility solutions.

Customer Experience Specialist - Norway

Ansvarsområder:

VOC-koordinering og problemløsning

  • Overvåke og analysere tilbakemeldinger fra kunder fra flere kanaler (f.eks. kundesentre, sosiale medier, undersøkelser, partnere) for å identifisere trender og forbedringsmuligheter.
  • Fungere som den primære forbindelsen mellom lokalt team, HQ/EU team og produktteam for å løse eskalerte problemer og sikre kundetilfredsheten.
  • Ansvarlig for kundehenvendelses-prosessen og klagehåndteringsprosessen.

Tverrfunksjonelt samarbeid

  • Samarbeid med salgs-, servicemarked-, teknisk-, produkt- og PR-team for å håndtere utfordringer (f.eks. prosesshull, produktproblemer).
  • Tilrettelegge for kunnskapsdeling for å gjennomgå tilbakevendende problemer og spre beste praksis på tvers av regioner.

Kundetilfredshetsundersøkelser og rapportering

  • Generer innsikt fra kundetilfredshetsundersøkelser (f.eks. NPS, CSI) for å objektivt måle kundetilfredshetsnivåer.
  • Rapportere fremgang, utfordringer og løsninger til nasjonalt og globalt lederskap.

Kontinuerlig forbedring

  • Foreslå prosessoptimaliseringer, verktøyforbedringer og opplæringsbehov for å forbedre VOC-prosessenes effektivitet.
  • Ansvarlig for å optimalisere den digitale kundereisen, inkludert men ikke begrenset til XPENG-appen og nettsiden, nyhetsbrev og kundedialog- og lojalitetsprogrammer.
  • Ansvarlig for community management av sosiale mediekanaler og innholdsplaner tilknyttet disse.
  • Ansvarlig for å planlegge, gjennomføre og analysere kundeundersøkelser.

Kvalifikasjoner

Erfaring:

  • Erfaring fra VOC-ledelse, eller tverrfunksjonelle koordineringsroller.
  • Dokumentert evne til å samarbeide med tekniske, operasjonelle og forretningsmessige team.
  • Erfaring fra bil-, teknologi- eller forbrukerrettet industri er en fordel.
  • Nyutdannede med påviste ferdigheter oppfordres til å søke.

Ferdigheter:

  • Ferdighet i AI-drevne verktøy.
  • Sterke analytiske ferdigheter til å tolke VOC-data og prioritere handlinger.
  • Gode kommunikasjons- og samarbeidsevner.
  • Flytende engelsk og norsk er en forutsetning.
  • Tankesett: Proaktiv og lidenskapelig opptatt av kundesentrert innovasjon.

Annen informasjon

Sted: Xpeng Motors Norway AS hovedkontor, Oslo

Ansettelsestype: Heltid

Ved spørsmål rundt stillingen, ta kontakt med Trine Johansen, trine.johansen@xiaopeng.com // 922 97 975, Head of Marketing Xpeng Motors Norway AS.

XPENG offers:

  • An interesting, unique and very varied job at XPENG.
  • A job with an incredibly large contact surface both internally and externally.
  • An attractive salary package incl. pension and with the possibility of a bonus.
  • To be involved in the growth of an existing EV brand in Europe.

Next steps:

To comply with GDPR, we can't process your personal data without your given consent. Therefore, please apply directly via LinkedIn portal so that our team can proceed further.

As part of our application process, certain positions at our company require a pre-employment screening to ensure the reliability and integrity of our employees. This screening is a standard procedure and may include components such as a Criminal Background Check from your current or previous country of residence over the past five years. Additionally, the process may involve an integrity questionnaire, verification of identification, diplomas, work experience, and consultation of the central insolvency register.

We appreciate your understanding and cooperation in this important matter, as it helps us maintain the high standards expected by our team.

Our Commitment to Diversity and Inclusion:

At XPENG, we're an equal-opportunity employer that values diversity and positively encourages applications from suitably qualified and eligible candidates regardless of race, religion, sex, national origin, gender, sexual orientation, age, marital status, disability status or other applicable legally protected characteristics.

#J-18808-Ljbffr

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