Located in Bundamba, Ipswich, Boettcher Motors has a rare and exciting opportunity for an experienced Customer Relations Consultant to join the well-established Service team. As part of the team at the forefront of Customer Care, your vital role is to ensure our valued customers receive a first-class experience when they interact with our Service Department. This will be achieved by addressing enquiries efficiently and providing regular communication to our customers while their vehicles are in service or awaiting parts.
The role of our Customer Relations Consultant involves dealing with high-pressure situations and demanding customers. It is important to stay calm and patient, while always displaying empathy and professionalism when representing our company and brands including Nissan, VW, Kia, BYD, and Chery. Living by our Company Values, following core processes, and maintaining integrity will promote greater customer satisfaction, reputation, and brand awareness.
About You
* Possess a strong knowledge of the Automotive Industry (highly regarded)
* Active Listening Skills – ensuring we hear what the customers want and need, and personalising the experience
* Follow processes and show initiative to implement process change
* Excellent communication and interpersonal skills
* Ability to resolve conflict in high-pressure situations
* Deliver an exceptional customer experience with professionalism
* Use your owner's mindset to manage time, prioritise tasks, and meet service deadlines
* Be agile and flexible to change
About The Role
* Communicate with customers via phone, text, and email
* Resolve customer enquiries or liaise with relevant teams for solutions
* Perform administrative tasks such as data entry, filing, and updating customer information
* Achieve Customer Service KPIs
* Keep customers updated on vehicle servicing or parts
* Liaise with the team to ensure timely job completion
* Obtain accurate pricing and prepare invoices
* Handle complaints and ensure prompt resolution
* Manage tow-in vehicles & back-order parts
* Review and maintain OCP
* Assist with OEM Customer Survey Scores – NPS
* Report on Customer Survey Scores and review commentary daily
The benefits of working with us:
* Competitive remuneration with uncapped earning potential
* Support from an experienced team and dedicated manager
* Ongoing professional development and career progression within a leading organisation
* Discounted health insurance and employee purchasing policies
* Employee Assistance Program and coaching
If you believe you possess the skills and experience we are looking for, and have a passion for the Automotive Industry, please provide a cover letter and resume outlining your relevant experience to apply for this role.
As part of Eagers Automotive, we strongly believe in our Core Values: Integrity | Inclusiveness | Owner's Mindset | Agility
Unlock job insights
Salary match | Number of applicants | Skills match
Your application will include the following questions:
* Which of the following statements best describes your right to work in Australia?
* Do you have experience in administration?
* Do you have customer service experience?
* Do you have relationship management experience?
* Do you have previous invoicing experience?
* Which Microsoft Office products are you experienced with?
* How many years' experience do you have as a Customer Relations Officer?
Retail & Consumer Products, 5,001-10,000 employees
Eagers Automotive Limited is a leading automotive retail group in Australia and New Zealand, with over 110 years of history.
We are Australasia's largest and most dynamic automotive retailer, employing over 8,000 team members across 300 dealerships.
Our core business includes the sale of new and used vehicles, service, parts, and finance facilitation.
Our operations are across Brisbane, regional Queensland, Adelaide, Darwin, Melbourne, Perth, Sydney, the Hunter Valley, ACT, Tasmania, and Auckland.
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