Customer Advocate
Barbados
Full Time
Entry Level
JOB NAME
Customer Advocate
JOB PURPOSE
To deliver a best-in-class customer experience by efficiently managing inquiries, resolving issues, supporting sales, and contributing to the overall success of the dealership.
TASK DESCRIPTION
Customer Advocate
JOB PURPOSE
To deliver a best-in-class customer experience by efficiently managing inquiries, resolving issues, supporting sales, and contributing to the overall success of the dealership.
TASK DESCRIPTION
- Greet customers professionally in person and on the phone.
- Answer and route incoming calls on a multi-line phone system.
- Respond promptly and professionally to customer inquiries.
- Investigate and resolve customer complaints, technical issues, and discrepancies.
- Proactively identify and address potential challenges to enhance the customer experience.
- Assist with the implementation of customer satisfaction programs (e.g., "Voice of the Customer").
- Provide a high standard of courteous service to all internal and external customers.
- Support the sales team with customer follow-up, vehicle handovers, and closing sales.
- Provide customers with quotations and valuations.
- Conduct vehicle test drives and handovers.
- Gather and communicate customer feedback to improve processes and offerings.
- Develop and maintain monthly unit sales reporting.
- Perform clerical duties, including valuations, quotations, and data entry.
- Manage and update the CRM module to ensure customer information is accurate.
- Develop and maintain monthly unit sales reporting for submission to BADA.
- Assist with projects as needed.
- Create and build displays for promotions.
- Acquire and maintain knowledge of vehicles and services offered.
- Support internal and external promotional initiatives/events.
- Adhere to all franchise standards, operating practices, and company policies.
- Maintain a clean and organized work environment.
- Provide feedback and recommendations to management.
- Excellent communication, interpersonal, and customer service skills.
- Strong organizational, time-management, and problem-solving abilities.
- Proficient in Microsoft Office Suite and CRM software.
- Knowledge of vehicles and services offered (automotive industry) would be an asset.
- Associate/bachelor degree preferred.
- Prior customer service experience; automotive experience is a plus.
- Valid driver's license is required.
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