Automotive Customer Care Consultant
3 weeks ago
Fast growing Automotive OEM is seeking a self motivated and driven Automotive **Customer Care Consultant** to assist business operations and support the Automotive OEM dealership network in order to optimize customer experience and parts service delivery.
**Key responsibility**:
- Handle all written, telephonic, web, social and digital including walk in customer enquiries on our brands
- Ownership of and understanding queries/needs of our customers who contact us about info, services or products
- Resolve all queries and complaints and such as Leads, Legal, CPA, MIO, Potential Liability, Media, Social Media and Executive Referral etc
- Liaise directly with all HMSA Staff and Departments including Dealerships, Roadside Assistance and third parties to resolve concerns.
- Investigate queries, contacting all parties to provide assistance, suitable action plans and resolution to the customers concerns or sales enquiry thereafter successfully retaining our customer and their loyalty to the brand.
- Strive to establish the ROOT CAUSE of the problems, in order to FIX IT RIGHT THE FIRST TIME on issues
- Keep customers and all parties informed of progress, set clear expectations, action plan and timing until query is successfully resolved. Have accountability.
- Develop mutual trust and valuable relationships with All Staff, Dealerships, customers and third parties
- Written correspondences to matters as applicable
- Prepare and maintain KPIs for reporting and performance management
- Keep updated with processes, systems utilised, product knowledge, advertising campaigns, bulletins etc
- Perform, participate, and complete specific special project requirements & tasks for the business need, any opportunities and for continuous improvement.
**Experience, Knowledge, Skills and Attributes Required**:
- A proven track record of delivering against client, customer and business outcomes
- 5 years' experience working within a customer care roles
- Minimum 3-4 years experience in an automotive aftersales environment
- General knowledge of Automotive Dealer Parts business
- Ability to work under pressure in a fast-paced environment
- Professional written and interpersonal skills when communicating with customers
- Able to manage customer escalations and complaints
- Effective case management skills
- Strong analytical and problem solving skills
- Solutions orientated
- Effective time management
- A strong team player that works well as a team and individually
- Accept constructive criticism and customer feedback regarding their experience with customer service
- Experience working with different operating systems including Windows, Mac OS and CRM systems that require case management like Salesforce, SAP, ZenDesk, HubSpot, FreshWorks
Qualifications Required:
- Essential: Grade 12
- Relevant proven Contact Centre experience
**Experience**:
- Automotive OEM: 3 years (required)
- Customer Service: 4 years (required)
- work: 5 years (required)
License/Certification:
- Code B (required)
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