CRC Coordinator

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.

Purpose of role:

The Client Relationship Contact Specialist is a key role focused on maintaining and enhancing relationships with clients. This role serves as a primary point of contact for clients, ensuring that their needs are met, issues are resolved promptly, and the overall client experience is positive. The purpose of this role is to build trust and long-term relationships with clients and provide exceptional service. 

Job role and responsibilities:

• Establishes and maintains positive relationships with clients, ensuring their needs and concerns are addressed promptly and effectively
• Monitors and substantively manages cases: complaints, requests and enquiries reported by clients, retailers or official authorities.
• Collaborates with CRC region team, retailers and cross-functional internal teams to resolve complex issues or deliver solutions that align with the client’s expectations.
• Supports the ongoing work of Call Center agent providing services within the CRC services
• Supervises retailers' work on assigned client cases
• Communicates with retailers and official authorities regarding recall actions, ensuring clear and timely updates and compliance
• Implements new solutions to improve service quality and customer satisfaction, in cooperation with the CEX department, ensuring continuous enhancement of service standards
• Monitors client feedback through the Customer Voice program and handle "red flags" cases
• Supervises customer satisfaction level indicators
• Oversees the progress of cases processed by the CRC, ensuring timely resolution and verifying the accuracy of provided solutions
• Monitors compliance with CRC procedures, ensuring that all actions align with established standards, and implementing the recommendations to improve the process and outcomes.