Hybrid CIC Aftersales Representative - Commission Based

Dilawri Group of Companies; Vancouver; Hybrid; CAD 42,000 - 65,000; Full time

Benefits offered by this job

Discounted employee vehicle purchase

Coaching & training programs

Wellness & assistance programs

Employee social events

Job summary

Dilawri Group of Companies, BC Region, is seeking a CIC Aftersales Representative to join our Customer Interaction Centre. This hybrid role requires availability Tue–Sat and focuses on delivering exceptional post-sale service across multiple Dilawri dealerships.

You will manage inbound/outbound communications, book service appointments, and drive CSI-led improvements while meeting KPI targets and coordinating mobility options for customers.

Qualifications

• Post-secondary diploma or degree in Business or related field, or equivalent experience.
• Previous customer service or call centre experience is an asset.
• Strong customer service orientation with excellent verbal and written communication skills.
• Ability to multitask in a fast-paced, high-volume environment.
• Highly organized with strong attention to detail and time management.
• Proficient in Microsoft Word, Excel, and Outlook.
• Confident negotiation skills with a results-driven mindset.
• Friendly, professional phone demeanor.
• Positive, adaptable, and team-oriented attitude.
• Fluency in English is required; proficiency in Cantonese and/or Mandarin is an asset.
• Legally entitled to work in Canada.

Responsibilities

• Support inbound and outbound customer communications (phone, email, text, and voicemail) for multiple Dilawri dealerships.
• Book and schedule service appointments to maximize available hours and revenue opportunities.
• Follow up on CSI leads to ensure customer concerns are addressed and satisfaction is achieved.
• Meet or exceed daily, weekly, and monthly KPI targets.
• Maintain up-to-date knowledge of all Service and Parts product offerings.
• Coordinate and fulfill service mobility needs (shuttle, rental, loaner vehicles).
• Capture and update customer contact and service information per standards.
• Respond to customer inquiries in a timely, professional, customer-focused manner.
• Collaborate with CIC team members and dealership partners to support demand and workflow.
• Participate in ongoing training, coaching, and process improvement initiatives.
• Perform additional duties as assigned by CIC leadership.

Skills

Customer service

Call centre

Verbal communication

Written communication

Multitasking

Time management

Organization

Negotiation

Team orientation

Fluency in English

Education

Post-secondary diploma in Business

Tools

Microsoft Word

Excel

Outlook

Job description

Dilawri Group of Companies, BC Region, is seeking a CIC Aftersales Representative to join our Customer Interaction Centre. This hybrid role requires availability Tue–Sat and focuses on delivering exceptional post-sale service across multiple Dilawri dealerships.

You will manage inbound/outbound communications, book service appointments, and drive CSI-led improvements while meeting KPI targets and coordinating mobility options for customers.