Full-Time WORKSHOP CUSTOMER RELATIONS MANAGER
Job Description
We are recruiting people to join our thriving team in Carpenter Motors Vanuatu. We need experienced individuals with a passion and depth of experience in the Automotive Service / Workshop sector who will take forwards and grow our business. You will be part of a diverse team that provides innovative solutions, help spearhead the growth of the business.
Job Summary
The Workshop Customer Relations Manager is responsible for fostering positive customer relationships, organizing workshop jobs, ensuring prompt customer feedback, and overseeing customer management training for service advisors. This role requires a strong focus on delivering exceptional customer service, effective communication, and ensuring the seamless coordination of workshop activities to enhance customer satisfaction and loyalty.
Key Responsibilities
Customer Relationship Management:
- Serve as the primary point of contact for customers, addressing inquiries, concerns, and feedback in a professional and empathetic manner.
- Establish and maintain strong relationships with customers, aiming to exceed their expectations and ensure their continued loyalty.
Workshop Job Coordination
- Collaborate with the Fixed Operations Manager to organize and schedule jobs according to customer appointments, vehicle availability, and technician expertise.
- Monitor job progress, ensuring efficient allocation of resources and timely completion of tasks.
- Timely Customer Feedback:
- Ensure that customers receive timely updates on the status of their vehicles, including repair progress and any potential delays.
- Coordinate with technicians and service advisors to provide accurate and transparent information to customers.
Customer Management Training
- Develop and conduct training programs for service advisors to enhance their customer management and communication skills.
- Provide guidance on handling customer inquiries, resolving disputes, and delivering a personalized service experience.
Customer Satisfaction Enhancement
- Implement strategies to continuously improve customer satisfaction ratings and feedback scores.
- Gather customer insights to identify areas for improvement and implement corrective actions.
Escalation Resolution
- Address and resolve escalated customer concerns or complaints, seeking effective and timely solutions.
- Collaborate with cross-functional teams to ensure that customer issues are resolved satisfactorily.
Process Improvement
- Analyze workshop processes related to customer interactions and recommend improvements to streamline operations and enhance customer experience.
Reporting and Documentation
- Maintain accurate records of customer interactions, feedback, and resolutions.
- Generate reports on customer satisfaction, feedback trends, and service performance.
Qualifications and Skills
- Proven experience of 12 years or more in customer relations management, preferably in the automotive or service industry.
- Strong interpersonal and communication skills with the ability to build rapport and effectively interact with customers and team members.
- Previous experience in organizing workshop activities, job scheduling, and coordinating resources.
- Training and facilitation experience, including developing and delivering customer service training programs.
- Problem-solving abilities and the capacity to handle customer complaints or escalations professionally.
- Detail-oriented with excellent organizational and time management skills.
- Proficiency in using customer relationship management (CRM) software and tools.
- Familiarity with automotive terminology and repair processes is advantageous.
Working Conditions
- The role involves working in an automotive workshop environment and may require occasional interaction with vehicles and repair equipment.
- Flexibility in working hours may be necessary to accommodate customer demands and service appointments.
Note: This job description outlines the general scope of responsibilities and qualifications expected for the position. It is not exhaustive and may be subject to revisions at the discretion of the company.
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