Customer Experience Leader

5 days ago


Melbourne, Victoria, Australia Inchcape Full time

At Inchcape, we are seeking a Customer Experience Leader to drive exceptional customer satisfaction in the automotive industry.

About the role

This dynamic position involves managing our Customer Experience Team to ensure an outstanding sales journey for retail customers. You will work closely with the Retail Centre Manager to drive success and motivate the team to deliver an exceptional customer experience.

Your key responsibilities include:

  1. Leading and mentoring the Customer Experience Team to meet performance expectations.
  2. Providing comprehensive product knowledge and managing customer interactions to deliver a 'Customer First' experience.
  3. Supporting the sales process, including contracts, finance, insurance products, and handling customer enquiries.
  4. Resolving escalations, complaints, and managing customer details in Salesforce and DMS.
  5. Assisting with onboarding and training new team members to contribute to a positive workplace culture.

About you

To be successful in this role, you will have:

  1. 3+ years' experience in a customer-facing and sales role, with a minimum of 2 years' experience leading a team.
  2. Strong communication skills and a passion for delivering excellent customer experiences.
  3. Ability to multitask, ensure high standards, and mentor team members to success.
  4. Proficient in MS Office and confident using digital platforms.
  5. Previous automotive industry experience and familiarity with Finance & Insurance products (desirable).
  6. Experience using Salesforce (desirable).
  7. Valid driver's licence.

Benefits and Opportunities

We offer thorough and ongoing training, career development opportunities, a supportive team environment, additional days off, and access to employee benefits programs.

If you're driven, customer-focused, and ready to make an impact, apply now.



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