CRM Specialist

We are looking for a Customer Relations Executive to enhance customer satisfaction and retention within our prestigious brand's aftersales division. The role involves managing customer interactions through inbound and outbound calls, maintaining accurate CRM records, and ensuring a seamless aftersales experience. The ideal candidate will have strong communication skills, a customer-centric approach, and the ability to collaborate with various departments to resolve inquiries effectively.

Initiate outbound calls to follow up on service appointments, collect feedback, and ensure customer satisfaction with Porsche aftersales services.
Respond promptly to inbound inquiries regarding service schedules, vehicle maintenance, and service-related questions.
Address customer concerns and escalate complex issues to the appropriate departments for resolution.

Maintain accurate and updated customer records in the CRM system, ensuring all interactions, feedback, and service history details are logged properly.
Regularly review and update customer contact details to facilitate effective communication.
Analyze customer data to identify trends, areas for improvement, and opportunities for enhanced service delivery.

Work closely with the service team to coordinate and schedule customer appointments, ensuring a smooth and efficient service experience.
Assist in handling switchboard operations, routing calls, and directing inquiries as needed.
Communicate any challenges or issues encountered during customer interactions to the Supervisor.

Provide external connections for staff and handle internal queries directed to the switchboard.
May be required to sort and distribute mail, manage outgoing correspondence, and operate office machines (e.g., copiers, duplicators).
Support principal clerical staff on a relief basis, performing assigned duties as needed.
Perform other responsibilities as assigned by the Department Head/Manager.

Education: Bachelor’s degree in business administration, Customer Service, or a related field.
Experience: 2-4 years of experience in customer service or a similar role, preferably within the automotive or luxury brand sector.

Technical Skills:

• Proficiency in CRM software and Microsoft Office (Excel, Word, Outlook).
• Strong data analysis and reporting skills.