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 managing and enhancing the customer experience. This role involves handling after-sales service bookings, addressing customer inquiries, and resolving concerns across various communication channels. 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
After-Sales Service Booking: Coordinate and schedule service appointments for customers, ensuring efficient use of service bays and resources.
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.
Customer Follow-up: Conduct proactive follow-up with customers to confirm service appointments, remind them of scheduled maintenance, and check on their overall satisfaction post-service.
Product Knowledge: Maintain an in-depth understanding of the company’s products and services to provide accurate information and guidance to customers.
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
Graduate degree in any course related to the function and role required
Experience
Experience in outbound sales and customer service role, preferably in an automotive sales or related industries
Experience in using digital communication tools (email, chat, social media, web platforms)
Licensure and Certification
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
Automotive industry
Familiarity with CRM software and lead management systems
Customer service practices
Vehicle specifications a plus
Skills
Excellent customer service & selling skills
Excellent communication skills (phone and non-phone channels)
Problem-solving
Complaints Management
Negotiation skills
Proficient in Microsoft systems particularly in MS Excel
Abilities
Multi-tasking & time management
Customer-focused
Attention to detail
Adaptability
HEALTH, SAFETY, AND ENVIRONMENT (HSE) ACCOUNTABILITIES
Responsibilities
Comply with HSE standards in the workplace
Key Activities
Comply with HSE standards in the workplace
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
The physical requirements of this position involve working inside the office.
The worker is required to have close visual acuity to perform activities such as viewing a computer terminal.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Workstations located in air-conditioned offices with adequate lighting.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
