Gowan Auto, importers and distributors of multiple motor brands in Ireland, are seeking to recruit a Customer Care Advisor to assist the Aftersales team, reporting to the Customer Care Manager. The key responsibilities of the Customer Care Advisor are as follows:
Key Responsibilities:
- Deal with all customer/dealer contacts/queries, complaints etc. in a courteous, professional and efficient manner.
- Record all customer contacts and, if required, ensure transfer of cases to relevant departments.
- Follow up on all CSI feedback and queries.
- Manage cases and escalate to the Customer Care Manager for a successful and satisfactory conclusion, by utilising a brand integrity-based approach to enable early intervention and resolution.
- Responsible for negotiating customer financial settlements to protect brand reputation and maintain customer loyalty.
- Manage and prioritise escalated cases for corporate fleet customers with alternative transport arrangements, where appropriate.
- Monitor the relationship with emergency breakdown service providers where quick resolutions and customer satisfaction are key for any sensitive cases.
- Respond to incoming emails and calls from customers on Connected Services across all brands.
- Identify and investigate any cases whereby car hire is increasing e.g., parts on backorder.
- Manage and coordinate with all stakeholders to support case resolution i.e., external legal partners, expert assessors, dealers, technical field manager and internal departments.
- Responsible for training appropriate dealer personnel, on best practice customer care processes, where out of line situations arise.
- Support new dealer start-up to ensure case escalation is minimised.
Key Attributes:
- Proven ability to manage existing contacts and develop a wide range of internal and external relationships.
- Proven negotiation skills.
- Excellent communication skills (both written and verbal).
- Experience working in a target-driven environment.
- Good planning skills with an ability to maximise productivity.
- IT literate with strong proficiency in Microsoft Suite.
- Extensive understanding of Irish Consumer Law.
- Knowledge of automotive industry a distinct advantage.
- Previous experience in a Senior Customer Care position.
- Ability to work under pressure in a fast-paced environment.
Job Types: Full-time, Permanent
Pay: €30,000.00-€35,000.00 per year
Benefits:
- Bike to work scheme
- Company pension
- Employee discount
- On-site parking
- Sick pay
Schedule:
- Day shift
- Monday to Friday
Work Location: In person
