Customer Experience Specialist

Job Title: Customer Experience Specialist

Location: St. Michael, Barbados

Job Details: On Site – Permanent

Are you looking to accelerate your professional development, build a brilliant career, and thrive in a highly supportive team? Join Inchcape BARBADOS, part of Inchcape’s global network.

You’ll play a key part in delivering great experiences for our customers and colleagues. With lots of interesting opportunities and challenges for you to explore that will take us, and your progression, to the next level.

Our Customer Experience team is seeking a Customer Experience Specialist to join our team in Barbados.

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 escalate customer concerns as necessary.

What you’ll do:

• 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 escalate delays as necessary.

• Identify and escalate 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.

About you

To be successful in this role you will be:

• 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.

We offer you

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 fulfill 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.

About us

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 foster 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.

Additional information request

Selected candidates will be contacted to initiate our hiring journey. We may request additional information from applicants to better understand your background, qualifications and experience for the role.