Retail Customer Service Executive at AutoXpress

AutoXpress is looking for a Retail Customer Service Executive who will be responsible for welcoming retail customers (physical as well as telephone) to the branch, responding to their enquiries, orienting them to the company products and providing information that helps them in making purchasing decisions. The person is responsible for ensuring exceptional customer service while maximizing profitability for the company.  

Key Responsibilities

Customer Service Skills:

• Welcome the customer to the branch (either physically or over the phone).
• Enquire and understand the customer’s needs and requirements.
• Recommend and select the right product to suit the customer’s requirements.
• Explain the product technical features and benefits to the customer; you may also have to demonstrate the use and operation of the product.

Sales Skills:

• Explain the product technical features and benefits to the customer; you may also have to demonstrate the use and operation of the product.
• Cross sell other products by highlighting on their benefits in relation to the products being purchased.
• Offer correct value propositions to help them make correct purchasing decisions.
• Upon completion of the transaction, ensure that accurate documentation is done and payment is collected.
• Develop a rapport with the customer to encourage future business.
• Thank the customer for their patronage giving out contact details.

Communication Skills:

• Make a follow up with the customer after an appropriate time to find out if they are enjoying the products and services. Communicate their feedback to the Branch Manager and resolve any complaints that they may have.
• Communicate any introduction of new products and services and any special offers to the customer.
• Inform management of customer requirements that are not currently available. For example, taking pictures of the vehicle and the part required.

Attention to details:

• Maintain confidentiality of customer information at all times.
• Ensure all vehicles that come into our workshops have an inspection checklist before invoicing Go through
• Liaise with stores and workshop department and ensure that the correct goods and services are provided in an efficient and timely manner.
• Perform any other duties that may be required.

Job Requirements

• Diploma/ degree in any relevant
• At least 2 years working experience in a similar position in the automobile industry or 3 years work experience in customer service or marketing.
• Interest in automobile mechanics is advantageous.
• Proficient in both Numerical and written communication skills
• Computer literacy in MS office.