Customer Excellence Executive

  • Distributor
  • Dublin, Ireland

Customer Excellence Executive

Job description

We are working with a well known vehicle distributor to hire a Customer Excellence Executive. You will manage their Contact Management Centre Team to improve processes and systems and ensure that customers receive a first class experience in all interactions. 


The Role:

  • Develop procedures to direct communications between Customer Management Centre and customers
  • Manage Agents to ensure KPIs are tracked to measure performance and results of converting leads into test drives
  • Work closely with Digital and CRM Manager on campaigns to generate sales leads for the dealer network
  • Effectively manage customer queries, complaints and feedback to achieve the best possible outcome for the customer in line with best practice
  • Drive dealer engagement to foster a culture of continuous improvement and deliver a consistent customer experience across the network
  • Report CSI results to senior management, identifying trends and making recommendations for improvements

Requirements

  • Minimum 2 years experience in a customer facing role within the Automotive Industry
  • Track record of improving customer experiences and processes to bring efficiencies to your organisation
  • Experience in lead generation and cross-selling a defined range of products
  • Excellent Microsoft Office skills including Excel and Powerpoint
  • Experience in effectively coaching and developing a team of people to deliver results


What's on offer:

Salary DOE