Job Description

POSITION SUMMARY

Customer Relations Officer plays a vital role in ensuring the highest level of customer satisfaction by managing customer inquiries, providing support, and addressing service-related concerns. This role focuses on fostering strong relationships with customers, resolving complaints, and promoting service programs to enhance the customer experience. The Customer Relations Officer will work closely with service staff to ensure efficient communication and service delivery.

KEY DUTIES AND RESPONSIBILITIES

Customer Interaction

Serve as the primary point of contact for customers, responding to inquiries, concerns, and feedback. Provide clear and accurate information regarding vehicle service options, maintenance schedules, and service status updates. Address and resolve customer complaints in a professional and timely manner, escalating issues as necessary. Ensure all customer interactions reflect Volkswagen's customer-first approach, fostering trust and satisfaction.

Appointment Scheduling and Coordination

Assist customers in scheduling service appointments, providing accurate wait times and estimated repair durations. Coordinate service bookings with the service advisors and technicians to ensure timely vehicle repairs. Communicate any changes to scheduled appointments and follow up with customers for confirmation.

Service Tracking and Follow-Up

Monitor the progress of ongoing repairs and keep customers informed of any delays or additional work required. Follow up with customers after service to ensure satisfaction and gather feedback on their experience. Conduct surveys or phone calls to assess customer satisfaction and identify areas for improvement.

Promoting Service Programs

Inform customers about Volkswagen's service programs, promotions, and maintenance packages. Encourage customers to participate in loyalty programs, extended warranties, or other value-added services.

Collaboration and Reporting

Work closely with service advisors, technicians, and management to ensure smooth service delivery and customer satisfaction. Provide regular reports to the Customer Relations Executive/Manager on customer feedback, complaints, and service trends. Assist in identifying patterns in customer issues and help implement solutions to improve overall service quality.

Record-Keeping and Documentation

Maintain accurate and up-to-date customer records in the dealership's CRM system. Ensure all customer communications, service requests, and complaints are properly logged and tracked.

WORK EXPERIENCE AND COMPETENCIES REQUIREMENTS

Education and Certification

High school diploma or equivalent (required); additional certification in customer service or automotive-related fields (preferred).

Experience

Minimum of 2 years of experience in a customer service role, preferably in an automotive environment. Experience working with Volkswagen or other premium automotive brands is a plus.

Skills and Competencies

Excellent communication and interpersonal skills, with a focus on customer satisfaction. Strong problem-solving abilities and the capacity to handle customer complaints effectively. Familiarity with automotive service procedures and basic vehicle knowledge. Proficient in CRM software and service management tools. Ability to work in a fast-paced environment and manage multiple tasks efficiently.

Work Environment and Physical Requirements

Office environment with exposure to customer-facing areas in the service centre. Ability to stand, walk, and interact with customers throughout the day.
Job Type: Full-time

Work Location: In person