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
Professional presentation and a positive attitude
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Customer Relationship Advisor in Brisbane employer: Zeekr Centre Brisbane
At ZEEKR Brisbane & GAC Motor Brisbane, we pride ourselves on fostering a supportive and collaborative team culture that values exceptional customer service and attention to detail. As a Vehicle Delivery Coordinator, you'll not only enjoy a competitive salary package and ongoing training but also have the opportunity to work with cutting-edge electric vehicle technology in one of Australia's fastest-growing automotive groups, ensuring a rewarding career path with ample growth opportunities.
