Customer Relations Consultant
2 weeks ago
Located in Bundamba, Ipswich, Boettcher Motors have a rare and exciting opportunity for an experienced Customer Relations Consultant to join the well-established Service team. As part of the team at the forefront of Customer Care, your vital role is to ensure our valued customers are receiving a first-class experience when they interact with our Service Department. This will be achieved by addressing enquiries in an efficient and timely manner & by providing regular communication to our customers while their vehicles are in Service or awaiting parts.
The role of our Customer Relations Consultant will involve dealing with high-pressure situations and demanding customers. It is important you have the skills to stay calm and patient, while always displaying empathy and professionalism when representing not only our company but our brands including Nissan, VW, Kia, BYD and Chery. Living by our Company Values, following core processes and having integrity in your role, will promote greater customer satisfaction, reputation, and brand awareness.
About You
- Possess a strong knowledge of the Automotive Industry will be highly regarded
- Active Listening Skills – Ensuring we hear what the customers wants and needs are and personalise the experience to suit them
- Follow processes and show initiative to implement process change
- Excellent communication and interpersonal skills
- Strong rapport building skills
- Ability to resolve conflict in a high-pressure situation
- Deliver an exceptional customer experience with a high level of professionalism
- Use your owner's mindset to manage your time, prioritise the important tasks and ensure that you meet service deadlines
- Be agile and flexible to change, things move pretty quickly here
About The Role
- Communicate with customers via various channels including phone, text and email
- Resolve customer enquiries or liaise with the relevant team members to find a solution in an effective and timely manner
- Perform administration tasks such as data entry, filing and updating customer information when required
- Achieve Customer Service KPI's
- Keeping customers up to date on the servicing of their vehicle or parts
- Liaising with the team to ensure jobs are completed within the allocated time
- Obtaining accurate pricing and preparing invoices
- Handling complaints and ensuring prompt issue resolution;
- Looking after tow in vehicles & back-order parts
- Updating customer contact portal
- Review and Maintain OCP
- Looking after Excellence Champion for Dealership - Training/Compliance
- Assisting with OEM Customer Survey Scores – NPS
- Reporting on Customer Survey Scores and Reviewing Commentary daily
The benefits of working with us:
- Competitive Remuneration with uncapped earning potential
- Support from an experienced team and dedicated Manager
- Access to ongoing professional development and career progression within a national leading Organisation
- Discounted health insurance and Employee purchasing policy for finance, insurance and vehicles
- Employee Assistance Program - coaching
If you believe that you possess the skills and experience that we are looking for, and have a passion for the Automotive Industry, please provide a cover letter and resume outlining relevant experience to apply for this role.
As part of Eagers Automotive, we strongly believe in our Core Values:Integrity | Inclusiveness | Owner's Mindset | Agility
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