Job Description
In this position, you will serve as a dealership ambassador and the primary liaison between the dealership and its customers. You will manage incoming customer interactions across all communication channels, respond to frequently asked questions, support workshop loading coordination, and resolve or escape customer concerns as necessary.
Responsibilities
* Greet customers and assess their needs to ensure a positive first interaction.
* Direct customers to the appropriate department, ensuring a smooth and professional handover.
* Respond to incoming queries across all communication channels (telephone, portals, social media), directing customers appropriately or forwarding concise messages to the relevant individual or department.
* Advise customers on recommended services by reviewing vehicle history and identifying additional concerns as needed.
* Schedule appointments and update dealership systems in line with workshop capacity and loading.
* Follow up with customers after their visit to assess satisfaction and record feedback in the dealership survey portal.
* Engage customers in line with the dealership's retention strategy.
* Capture and log customer complaints in the dealership system and portal, notifying the relevant department manager or supervisor.
* Act as a liaison for document collection, coordinating with the messenger and relevant departments for offsite pickups.
* Oversee packages left for collection at reception, record collections, and escalation delays as necessary.
* Identify and elevate emerging customer trends or recurring concerns to department management.
* Update and maintain the customer database to ensure accurate records.
* Prepare sales and aftersales welcome packages.
* Provide administrative support as required.
Qualifications
* Qualified with at least five (5) CSEC passes, including Mathematics and English.
* Bringing a minimum of three (3) years' experience in a similar role.
* Experienced within the service industry (an asset).
* Computer literate, with a good working knowledge of Microsoft Office.
* Demonstrating excellent communication skills and a high level of professionalism.
* Detail-oriented and solutions-focused, with a strong passion for customer service and customer satisfaction.
* Able to multitask effectively in a fast-paced environment.
About the Company
Inchcape is the leading global automotive distributor operating in 40+ markets. We partner with some of the biggest brands in the business to sustainably power better mobility today and in the future.
Our diverse global team of over 16,000 talented colleagues fosters an inclusive and collaborative culture, delivering a brilliant experience for our customers and partners. We're a dynamic and fast‑growing business, driving the transformation of our industry and redefining tomorrow. Discover more at www.inchcape.com.
At Inchcape, we are building the future of mobility, and we invite you to be part of it with us. You will join a collaborative culture that values well-being, growth, and inclusion. Through meaningful work, continuous development, and both global and local rewards, we create a work environment where people can achieve success and fulfil their aspirations.
Start your journey. If you're excited about this role but don't meet every requirement, we still encourage you to apply. You might be the perfect fit for this role or another opportunity within Inchcape. Join our team and become part of a leading global automotive company that is transforming tomorrow, together.
Opportunity for everyone: Inchcape is committed to creating an inclusive and diverse workplace where the power of our differences can be embraced and everyone feels they can belong, be themselves and succeed. Read more here about our Inclusion and Diversity commitments, including our targets, programmes, and policies.
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