Customer Care Advocate – Weekdays in Auto Service

Q Automotive Group; Queensland; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Mon-Fri schedule

7-brand onboarding

Diverse exposure

Supportive culture

Staff benefits

Job summary

Q Automotive Group is seeking a Customer Care Consultant to be the trusted voice between our service departments and customers, handling calls to keep vehicles on the road. This full-time, Monday-to-Friday role sits in our Customer Care Centre across SEQ.

You will follow up after service visits, book service appointments for eight brands, and capture accurate data in our DMS/CRM systems, contributing to a positive service experience across our multi-brand network.

Qualifications

• Experience in customer service, call centre or dealership service environment.
• Exceptional telephone manner with written and verbal communication.
• Ability to manage calls with quality, accuracy and customer satisfaction.
• Strong problem-solving and dispute resolution skills.
• Proficiency with Google Workspace and automotive DMS platforms such as xtime.
• Empathetic, caring approach with commercial sense.
• Attention to detail and data-entry discipline.

Responsibilities

• Follow up customers after service to confirm satisfaction and resolve concerns.
• Book and confirm service appointments across eight brands and multiple locations.
• Take inbound overflow service enquiries when teams are at capacity.
• May make outbound calls for reminders and quotes.
• Listen with empathy and resolve escalated service issues.
• Coordinate with Service Managers and Advisors to close the loop.
• Capture accurate data in the DMS/CRM systems.
• Identify trends in feedback and help improve the service experience.
• Protect the brand by delivering excellent interactions.

Skills

Customer service experience

Call centre experience

Automotive knowledge

Excellent communication

Tools

Google Workspace

Automotive DMS/xtime

Job description

Q Automotive Group is seeking a Customer Care Consultant to be the trusted voice between our service departments and customers, handling calls to keep vehicles on the road. This full-time, Monday-to-Friday role sits in our Customer Care Centre across SEQ.

You will follow up after service visits, book service appointments for eight brands, and capture accurate data in our DMS/CRM systems, contributing to a positive service experience across our multi-brand network.