Customer Relations Officer - Generalist

Inchcape is the leading global automotive distributor operating in more than 40 markets. We partner with some of the biggest brands in the business to power better mobility today and in the future.

Our diverse global team of over 20,000 talented people foster an inclusive and collaborative culture, championing a brilliant experience for our customers and partners. We’re a dynamic and fast-growing business, dedicated to shaping a successful and sustainable future for the industry.

Here, you will unlock your full potential with career opportunities and learning experiences. You’ll work with cutting-edge technology, ground-breaking innovation, and forward-thinking colleagues. If you are highly driven with a can-do attitude, and you bring out the best in yourself and others, then join us to power new futures.

SUMMARY

Responsible for driving customer engagement and lead conversion through various channels. Responsible for managing and enhancing the customer experience. This role involves handling after-sales service bookings, addressing customer inquiries, and resolving concerns across various communication channels. 
Contact potential customers, book appointments for  sales showroom visits or test drives, and provide them with information on vehicles, promotions, and other offerings. Will work closely with the sales team to ensure a seamless customer journey, leveraging your digital skills to facilitate connections and enhance the customer experience.

The individual will serve as a key point of contact for customers, ensuring satisfaction and loyalty through effective communication, timely follow-ups, and exceptional service delivery.

ESSENTIAL DUTIES
•    Customer Outreach: Initiate contact with potential sales leads through digital channels (phone calls, emails, chat, social media) to engage them and schedule showroom visits, test drives and After sales servicing. 
•    Lead Qualification: Qualify inbound leads and identify the right customers for follow-up based on their interest and readiness to purchase or schedule for service.
•    Appointment Scheduling: Effectively manage and coordinate schedules to book customer appointments for showroom visits, test drives, or consultations; and after sales service appointments
•    Follow-Up: Conduct follow-up communication to confirm appointments, answer additional questions, and provide reminders to customers regarding scheduled visits or test drives
•    Product Knowledge: Stay up-to-date with product offerings, promotions, and dealership events to provide accurate information and answer customer questions.
•    Customer Inquiries: Respond promptly to customer inquiries related to after-sales services, warranty, repairs, product usage, and any other post-purchase concerns across multiple communication channels, including phone, email, and social media. 
•    Issue Resolution: Address and resolve customer complaints or concerns in a professional and empathetic manner, ensuring a positive outcome. Escalate complex issues to the appropriate department or senior management when needed. 
•    CRM Management: Use the company’s CRM system to document customer interactions, service bookings, complaints, resolutions, and follow-ups, ensuring that all customer information is accurate and up-to-date. 
•    Customer Retention: Support customer retention initiatives by offering additional services, upgrades, and providing information on upcoming promotions or service packages. 
•    Coordination with Other Departments: Collaborate with the service, sales, and technical teams to ensure smooth service delivery and accurate information flow between departments. 
•    Multi-Channel Support: Provide consistent customer service through a variety of communication channels (phone, email, social media, etc.), adapting to each platform’s specific needs and expectations. 

QUALIFICATIONS
•    Education
o    Graduate degree in any course related to the function and role required
•    Experience
o    Experience in outbound sales and customer service role, preferably in an automotive sales or related industries 
o    Experience in using digital communication tools (email, chat, social media, web platforms) 
•    Licensure and Certification
o     Not applicable

KNOWLEDGE, SKILLS, AND ABILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Knowledge
o    Automotive industry
o    Familiarity with CRM software and lead management systems 
o    Customer service practices
o    Vehicle specifications a plus

Skills
o    Excellent customer service & selling skills
o    Excellent communication skills (phone and non-phone channels)
o    Problem-solving
o    Complaints Management
o    Negotiation skills
o    Proficient in Microsoft systems particularly in MS Excel

Abilities
o    Multi-tasking & time management
o    Customer-focused
o    Attention to detail
o    Adaptability

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.