Automotive Customer Experience Manager

3 days ago

Joondalup, Australia RAC WA Full time

RAC WA is one of the largest automotive businesses in Western Australia with over 10 centres to choose from across the Perth metro area. As a valued member of our team, you'll enjoy guaranteed working hours, allowing for a true work-life balance. Plus, you'll have opportunities to earn extra income by achieving realistic monthly targets.

What We Offer

  • A competitive annual salary of AU$65,000 - AU$75,000 per year, plus superannuation and bonus incentives
  • Generous discounts on home, contents, and car insurance, as well as member benefits and free roadside assistance
  • Career development and learning opportunities
  • An active social club and hundreds of members-only discounts

About the Role

The successful candidate will be responsible for delivering exceptional customer experiences during the vehicle service process. This includes coordinating with technicians and communicating with customers to ensure seamless interactions.

  • Greeting members and confirming vehicle information, including make, model, and type of service or repair issue
  • Providing estimates for repair and maintenance services, explaining the work to be performed, and offering recommendations for additional works
  • Coordinating with technicians to ensure timely completion of repairs and maintenance
  • Providing regular updates to members on the status of their vehicle
  • Handling member concerns and complaints in a professional and timely manner
  • Preparing and completing repair orders
  • Supporting the achievement of team sales targets and conversion rates
  • Understanding revenue and profit targets
  • Providing administrative support, including data entry, invoicing, and part returns

Requirements

We're looking for a motivated and solution-focused individual with:

  • Outstanding professional customer relationship management skills, including problem-solving and conflict resolution
  • Technical knowledge of automotive repairs and servicing (desirable)
  • Sound administrative and clerical skills
  • High-level verbal and written communication skills
  • Effective teamwork skills and ability to develop positive workplace relationships
  • Flexibility to travel and work between centres

About RAC WA

RAC WA is committed to providing exceptional service to our members and communities. We strive to deliver outstanding results through our people, processes, and technology. Join our team and become part of a dynamic organization that values innovation, collaboration, and customer satisfaction.

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