Mercedes-Benz Cork, a principal dealer for Mercedes-Benz in Ireland and Cork's exclusive Mercedes-Benz dealership, is currently seeking a Customer Relations Executive to join our esteemed team. We are a sister company of MDL (Motor Distributors Limited) which are the importers for Mercedes-Benz in Ireland. Our dealership, located in East Gate Business Park, Little Island, County Cork, operates a Sales, Service, Repair and Parts facility dedicated to Mercedes-Benz.
At Mercedes-Benz Cork, we take pride in our commitment to our employees, focusing on providing a positive working environment, while also offering excellent training and development opportunities. We provide a long-standing career rather than just a job, with continuous development initiatives, opportunities for progression, and competitive remuneration packages, all contributing to the loyalty of our team.
Key duties and responsibilities to include:
Handle all inbound and outbound calls from customers wishing to book service or repair work
Establish a clear understanding of customer’s needs, and any symptom or problem the customer has with their vehicle and the works to be carried out, and then clearly relaying this information to the service department
Treating every customer as a “Guest”
Send and text/email to every customer the day before their appointment confirming said appointment
Sending Smart Text Campaigns for New and Used car sales
Determine workshop availability using the booking system
Liaise with service department colleagues regarding the bookings and any other queries
Contacting customers after they have taken delivery of their vehicle to discuss their level of satisfaction
Working closely with the service admin at all times to ensure the customer receives the best experience possible, so we can exceed the customers’ expectations
Managing customers GDPR
Issuing “thank you” cards to customers upon completion of telephone surveys
Capturing, recording and updating customer details in our DMS database
Contacting customers to inform them about product launches, new car information, test drive campaigns and used car sales etc.
Updating the CRM system with leads and relevant information gathered
Handle customer complaints and escalate the complains as required
Recording various dates for service, NCT, seasonal reminders etc. in the DMS and following up with customers at the appropriate time via telephone (this function will be supported by direct mail reminders)
Report writing and various ad hoc administrative duties
Solving customer issues and complaints
The successful candidate will ideally:
Have previous experience in a similar role
Possess exceptional customer service skills
Speak fluent English
Possess excellent administration and IT skills
Exceed our customers’ expectations in terms of customer service
Possess an excellent telephone manner
Exhibit excellent communication and interpersonal skills
Be efficient, with good organisational skills and attention to detail
Have the ability to work on their own initiative; multitask and meet deadlines
Work well as part of a team
Be flexible, with the ability to learn and think quickly
Display a positive, enthusiastic, can-do attitude
Possess the ability to identify customer demands and requirements
If you meet the aforementioned criteria and are interested in being considered for this position, please submit a cover letter outlining your availability and salary expectation, along with a comprehensive Curriculum Vitae.