Job Description Lead to sales management Ability to build desire and instill the expectation of pleasure and delight Lead qualification, understanding of customers needs and desires and the matching of vehicles and accessories to meet the customer’s needs Handling of and responses to lead to sales queries; without unnecessary hand-overs if possible Be an active participant in support of a high performance and effective support Team Interact with Teams, all stakeholders and 3rd Parties, to resolve queries and issues reported, efficiently, effectively and quickly Ensure unimpeded sales processes and act quickly on process alerts to recover or progress deals by actively proposing suitable, alternative options Track issues and do follow-ups to ensure complete and successful resolution Communicate with the Team to share information (Participate in meetings for the Team to track and manage performance, share information and manage issues) Actively attend all training and knowledge development opportunities, to expand personal capabilities Request assistance to develop knowledge of companies products, technologies, systems and processes, as well as improving customer handling skills Provide 1st line systems and process support (without unnecessary hand-overs to other parties) Personally demonstrate the JLR Customer First and Modern Luxury principles Do the effort so the customer does not have to worry Provide a warm, sincere, meaningful contact and conversation; being respectful of the customer’s time and circumstances Listen (to understand and get it first time right), and acknowledge Ensure optimal data completeness and accuracy Comply with inbound and outbound targets and contact KPIs in all enquiries, issues, actions and tasks Accurately record all interactions, information and actions on the designated JLR systems Always align with the customer’s preferences and communication channel requirements Qualifications Grade 12 2 years Customer Service Experience in a contact centre environment Both written and verbal command of Portuguese #J-18808-Ljbffr