Job Description
About the Role:
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nWe are looking for a dedicated and proactive Customer Resolutions Specialist to join a leading premium automotive brand on a full time 12-month fixed-term contract, with the possibility of extension. Working within the head office team, you will manage escalated customer complaints using investigation, problem-solving and negotiation skills to achieve timely and appropriate resolutions while maintaining the high level of customer experience expected of a premium brand.n
nThis presents an excellent opportunity for service
advisors/technicians
within dealerships with a flair for customer service wanting to move into a head office role within a premium automotive manufacturer. Or this could be a great opportunity for a candidate with complaints management and negotiation experience.n
Key Responsibilities:
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n• Address customer complaints through discussion, investigation, problem-solving, and negotiation to achieve timely resolutions.n
n• Follow company guidelines to maintain or improve customer satisfaction during the complaint handling process.n
n• Manage escalated customer issues to ensure a premium customer experience.n
n• Keep detailed and accurate records of customer interactions.n
n• Identify trends and root causes of complaints and recommend process improvements.n
n• Resolve customer issues while building and maintaining strong customer relationships.n
n• Ensure compliance with all relevant regulations and obligations.n
n• Provide updates on complaint root causes and suggest business improvements.n
Key Requirements:
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n• Experience managing complaints and customer escalations.n
n• Familiarity with call centre operations or automotive sales/aftersales support.n
n• Robust telephone communication, empathy, and resilience for handling conflicts and tough conversations.n
n• Excellent listening, customer service and negotiation skillsn
n• Ability to multi-task and work with dealership staff and various internal departments to provide issue resolution for customersn
n• Commitment to quality, adherence to brand values, initiative, and teamwork.n
n• Proficiency with computers and knowledge of a Windows-based environment.n
n• Enthusiasm and interest in automotive industryn
n• Ability to understand technical details and understanding of automotive industry is highly regardedn
How to Apply:
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nTo apply online, click the link below and send your resume in WORD format. Alternatively, for a confidential discussion, please contact Alexis Martin at .