At Berwick City, we are committed to providing our customers with exceptional value and seamless car-buying experience. As a leading dealership group, we pride ourselves on our outstanding customer service, quality vehicles and dynamic team culture.
We are currently seeking a Customer Relations Consultant to drive repeat business and enhance profitability and expansion within the dealership’s service department. This role will be responsible for ensuring all customers’ needs are met.
The Role:
- Build and maintain loyalty and promote an ongoing relationship with Autoleague by providing excellent customer service nurturing customer relationships
- Support the customer relationship through follow up calls, surveys, letters and inbound contacts
- Maintain a high level of product knowledge to ensure accurate information is provided to customers
- Generate and distribute service reminders via emails, SMS and letters
- Contact customers to secure service bookings and highlight the benefits of servicing with Autoleague ensuring repeat business
- Resolve complaints with courtesy and tact, making a genuine effort to resolve the complaint
- Support management and investigate recurring concerns, identify root cause, implement action plan, and measure success
- Coordinate the implementation of and adherence to, manufacturer standards throughout the service department
- Maintain data integrity by obtaining customer information and update the database to reflect any changes
- Assist in preparation and completion of various manufacturer KPI programs
- Contact customers prior to manufacturer’s surveys being distributed
- Use initiative to identify system improvements
- Perform general clerical duties including filing, photocopying and data entry
- Liaise with customers and colleagues in a professional and courteous manner
- Participate in assigned training
- Perform other job-related duties at the discretion of management as required
Skills & Experience:
- Experience providing excellent customer service as a customer relations consultant or similar position
- Proven records of meeting and exceeding targets
- Outstanding verbal and written communication skills and ability to provide excellent customer service.
- Ability to empathise with, identify and prioritise customer needs.
- Ability to build effective relationships with customers resulting in sales and repeat customers.
- High attention to detail.
- Highly motivated with the ability to work as a self-directed member of a team.
- Strong analytical and problem-solving skills.
- Excellent time management and organisational skills.
- Computer literate and proficient in the use of Microsoft Office applications
- Working knowledge of the automotive industry
What's in it for YOU:
- Supportive and dynamic team environment
- Paid parental leave
- Discounts at restaurants, hotels, gym memberships and entertainment
- Access to free, professional counselling through our Employee Assistance Program (EAP)
How to apply:
If you’re ready for a career like no other, we want you to join our team. Send us a copy of your resume and cover letter by clicking 'Apply'.