As our Customer Relationship Advisor, you will be the key point of contact for customers following vehicle delivery, ensuring their expectations are met and any concerns are addressed promptly. You will work closely with our Sales Managers, Sales Consultants, Delivery Specialists, Service Department and senior management to maintain high customer satisfaction standards. You will also play an important role in improving our Customer Satisfaction Index (CSI), increasing customer survey participation and identifying opportunities to enhance our customer experience.
The successful candidate will be proactive rather than reactive, identifying potential concerns before they become complaints and ensuring that no customer is forgotten after delivery.
Key responsibilities
- Build and maintain positive, long-term relationships with customers
- Act as a dedicated customer contact for post-delivery enquiries and assistance
- Contact customers within 24 hours of vehicle delivery to confirm their satisfaction
- Follow up on vehicle handover experience, vehicle condition, features and overall service
- Identify outstanding issues and coordinate with the appropriate department for resolution
- Monitor customer satisfaction performance and support the dealership in achieving CSI targets
- Encourage customer participation in official customer satisfaction surveys
- Act as an initial contact point for customer complaints and concerns
- Maintain accurate and up-to-date customer information in the dealership CRM system
- Work closely with Sales Managers, Delivery Specialists and Service Department to ensure all delivered customers receive appropriate follow-up
About you
- Strong verbal and written communication skills
- Excellent telephone manner and interpersonal skills
- Genuine passion for customer service and customer satisfaction
- Ability to build rapport with customers from diverse backgrounds
- Strong organisational and time-management skills
- Ability to manage multiple customer enquiries and follow-ups
- Confidence handling challenging conversations and customer complaints
- Excellent attention to detail and record-keeping skills
- Good computer skills, including Microsoft Office, email and CRM systems
- Skilled presentation and a positive attitude
📌 Customer Relationship Advisor (Fortitude Valley)
🏢 Zeekr Centre Brisbane
📍 Fortitude Valley
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