Job Advert Summary
Join the team at Rola Multifranchise, where we are committed to providing exceptional service and support to our customers long after their vehicle purchase. As the Customer Relations Manager, you will be responsible for overseeing all aspects of the customer experience post-sale, including service appointments, maintenance inquiries, and resolution of any aftersales issues. This role requires strong leadership skills, a customer-centric mindset, and a passion for exceeding expectations.

Minimum Requirements

• Proven experience in customer relations or similar role, with a track record of achieving high levels of customer satisfaction.
• Strong leadership and interpersonal skills, with the ability to inspire and motivate team members to deliver exceptional service.
• Excellent communication skills, both written and verbal, with a customer-focused approach to problem-solving.
• Ability to prioritize tasks and manage multiple projects in a fast-paced environment.
• Proficiency in CRM software and other relevant technology platforms.
• Knowledge of automotive service operations and maintenance procedures preferred

Duties and Responsibilities

• Serve as the primary point of contact for escalated customer inquiries and issue resolution, demonstrating empathy and professionalism in all interactions.
• Collaborate with the service department to optimize service appointment scheduling, manage workload distribution, and maintain efficient operations.
• Monitor customer feedback and satisfaction metrics, identifying areas for improvement and implementing proactive measures to address customer concerns.
• Coordinate with other departments, including sales and finance, to ensure seamless communication and a cohesive customer experience throughout the ownership lifecycle.
• Stay up-to-date on industry trends, best practices, and regulatory requirements related to aftersales customer service.