Customer Specialist Team Leader - HeyCarter Vehicle Dealership
(2022-03)
- Manage the daily operations of the Customer Specialist Team, including setting and monitoring team goals and ensuring the team meets performance targets.
- Drive team performance by setting clear expectations, providing regular feedback, and motivating the team to achieve and exceed key performance indicators (KPIs).
- Monitor and manage customer interactions to ensure the highest level of service and satisfaction, including handling escalations and resolving complex customer issues effectively.
- Utilize the Carter CRM system efficiently to track team activities, manage customer data, and generate reports on team performance and customer satisfaction metrics.
- Provide training and support to team members on the effective use of key tools and platforms, including ZOHO, GloCom, and SERITI SOLUTIONS, to optimize workflow and enhance customer engagement.
- Coordinate with other departments (such as sales, finance, and marketing) to ensure a seamless customer experience and address any cross-functional issues that arise.
- Develop and implement strategies for improving team efficiency, customer engagement, and overall performance.
- Prepare and present regular reports on team performance, customer feedback, and key metrics to senior management, providing insights and recommendations for improvement.
- Facilitate team to discuss updates, share best practices, and address any challenges or issues the team may be facing.
- Mentor and coach team members to build their skills and capabilities, fostering a positive and collaborative team environment.
- Lead by example in maintaining a professional and customer-focused attitude, setting the team's standard for customer service excellence.
- Implement continuous improvement initiatives by identifying process gaps and recommending changes to enhance customer service delivery and team productivity.
Pre-Qualifying Consultant - HeyCarter Vehicle Dealership
(2022-03)
- Load consumer applications on the Carter Zoho CRM system, ensuring accuracy and completeness of customer information.
- Connect promptly completed applications to the relevant sales executives to facilitate the sales process.
- Follow up with customers through calls and emails to confirm they have been adequately assisted and to maintain a high level of customer satisfaction.
- Conduct preliminary assessments of customer needs and financial standing to pre-qualify them for suitable vehicle financing options.
- Collaborate with finance partners to ensure that the customer's applications meet all requirements and that any additional documentation is provided.
- Track and update the status of all active applications in the CRM system to ensure smooth workflow and timely processing.
- Maintain a high level of product knowledge to provide accurate and relevant information to customers regarding different vehicle models, financing options, and dealership services.
Vehicle Sales Agent - IPSOS (Motus and McCarthy Mercedes Benz Campaigns)
(2019-02 - 2022-03)
- Engage with customers to identify potential sales leads.
- Interact professionally with customers, providing exceptional service.
- Advise customers on vehicle asset finance options.
- Create load and allocate potential leads to Sales Executives using the CMS system.
- Send weekly and monthly reports to the client (MOTUS).
- Follow up with customers to ensure they have been assisted appropriately.
Finance and insurance assistant - IPOP Investments cc (Suzuki and Mazda)
(2016-03 - 2018-02)
- Load vehicle applications as part of the initial sales process.
- Verify the identity and residence details of consumers to ensure compliance with regulatory requirements.
- Present consumers with a credit provider's quotation and a pre-agreement statement, explaining the terms clearly.
- Disclose, explain, and conclude the signing of credit transactions with consumers.
- Provide reasons for credit refusal when applicable, ensuring transparency and compliance with credit regulations.
- Obtain quotations from different insurance companies and coordinate the underwriting process with clients.
- Sell Value-Added Products and Services (VAPS) like Matrix, Warranty Solutions, and Innovations Service Plans to clients after the initial sale.
Sales Executive cadet (Trainee) - Motus HONDA (North Cliff)
(2015-09 - 2016-02)
- Welcoming customers as they arrive, engaging in conversation to understand their needs, and offering advice on suitable vehicle options.
- Organizing and coordinating test drives for customers to experience the vehicles.
- Ensuring all documentation is accurately completed, including sales agreements, finance paperwork, and other necessary forms.
- Keeping customers informed about the status of their purchase, including progress on vehicle preparation, financing, or delivery timelines.
- Conduct a thorough inspection of vehicles before they are handed over to ensure they meet quality standards and customer expectations.
