Mercedes-Benz Cork, a principal dealer for Mercedes-Benz in Ireland and Cork's exclusive Mercedes-Benz dealership, is currently seeking a Customer Relations Executive to join our esteemed team. We are a sister company of MDL (Motor Distributors Limited) which are the importers for Mercedes-Benz in Ireland. Our dealership, located in East Gate Business Park, Little Island, County Cork, operates a Sales, Service, Repair and Parts facility dedicated to Mercedes-Benz.At Mercedes-Benz Cork, we take pride in our commitment to our employees, focusing on providing a positive working environment, while also offering excellent training and development opportunities. We provide a long-standing career rather than just a job, with continuous development initiatives, opportunities for progression, and competitive remuneration packages, all contributing to the loyalty of our team.Key duties and responsibilities to include:Handle all inbound and outbound calls from customers wishing to book service or repair workEstablish a clear understanding of customer’s needs, and any symptom or problem the customer has with their vehicle and the works to be carried out, and then clearly relaying this information to the service departmentTreating every customer as a “Guest”Send and text/email to every customer the day before their appointment confirming said appointmentSending Smart Text Campaigns for New and Used car salesDetermine workshop availability using the booking systemLiaise with service department colleagues regarding the bookings and any other queriesContacting customers after they have taken delivery of their vehicle to discuss their level of satisfactionWorking closely with the service admin at all times to ensure the customer receives the best experience possible, so we can exceed the customers’ expectationsManaging customers GDPRIssuing “thank you” cards to customers upon completion of telephone surveysCapturing, recording and updating customer details in our DMS databaseContacting customers to inform them about product launches, new car information, test drive campaigns and used car sales etc.Updating the CRM system with leads and relevant information gatheredHandle customer complaints and escalate the complains as requiredRecording various dates for service, NCT, seasonal reminders etc. in the DMS and following up with customers at the appropriate time via telephone (this function will be supported by direct mail reminders)Report writing and various ad hoc administrative dutiesSolving customer issues and complaintsThe successful candidate will ideally:Have previous experience in a similar rolePossess exceptional customer service skillsSpeak fluent EnglishPossess excellent administration and IT skillsExceed our customers’ expectations in terms of customer servicePossess an excellent telephone mannerExhibit excellent communication and interpersonal skillsBe efficient, with good organisational skills and attention to detailHave the ability to work on their own initiative; multitask and meet deadlinesWork well as part of a teamBe flexible, with the ability to learn and think quicklyDisplay a positive, enthusiastic, can-do attitudePossess the ability to identify customer demands and requirementsIf you meet the aforementioned criteria and are interested in being considered for this position, please submit a cover letter outlining your availability and salary expectation, along with a comprehensive Curriculum Vitae.
