Digital Enquiry Specialist

Dick Lovett; England; On-site; GBP 26,000 - 34,000; Full time

Job summary

Dick Lovett, BMW Melksham, is seeking a Digital Enquiry Specialist to manage customer enquiries across online platforms, email, social media and telephone, delivering a professional, timely and personalised experience that reflects the premium BMW brand.

You will collaborate with the Sales team to qualify opportunities, arrange appointments, vehicle viewings and test drives, record interactions in CRM systems with GDPR-compliant data, and support retention activities while maintaining high

Qualifications

• Excellent communication and interpersonal skills.
• Strong customer service focus with ability to build rapport.
• Good IT skills and confidence using digital systems and CRM platforms.
• Strong organisational skills and attention to detail.
• Ability to prioritise workload and manage multiple enquiries.

Responsibilities

• Responding promptly and professionally to customer enquiries.
• Understanding customer requirements and identifying suitable solutions.
• Qualifying sales opportunities and arranging appointments, vehicle viewings, and test drives.
• Following up with prospective customers and maintaining regular communication throughout their journey.
• Accurately recording customer information and interactions within CRM systems.
• Supporting customer retention activities and identifying opportunities for additional business.
• Working collaboratively with colleagues to ensure a seamless customer experience.
• Maintaining high standards of data accuracy and compliance with GDPR requirements.

Skills

Customer service

CRM experience

Communication

Organisation

Digital platforms

Multitasking

Teamwork

Tools

CRM systems

Job description

Job Description

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As a Digital Enquiry Specialist, you will be responsible for managing and responding to customer enquiries received through online platforms, email, social media, and telephone. You will work closely with the Sales team to ensure every customer receives a professional, timely, and personalised experience.

Key responsibilities include:

• Responding promptly and professionally to customer enquiries.
• Understanding customer requirements and identifying suitable solutions.
• Qualifying sales opportunities and arranging appointments, vehicle viewings, and test drives.
• Following up with prospective customers and maintaining regular communication throughout their journey.
• Accurately recording customer information and interactions within CRM systems.
• Supporting customer retention activities and identifying opportunities for additional business.
• Working collaboratively with colleagues to ensure a seamless customer experience.
• Maintaining high standards of data accuracy and compliance with GDPR requirements.

• Excellent communication and interpersonal skills, both written and verbal.
• Strong customer service focus with the ability to build rapport quickly.
• Good IT skills and confidence using digital systems and CRM platforms.
• Strong organisational skills and attention to detail.
• Ability to prioritise workload and manage multiple enquiries effectively.
• Positive, proactive and self-motivated approach to work.
• Ability to work both independently and as part of a team.
• Previous experience in customer service, sales support, contact centre, retail, or automotive environments would be advantageous.
• Passion for delivering an exceptional customer experience and representing a premium automotive brand.

At BMW Melksham, we pride ourselves on delivering an exceptional customer experience that reflects the quality of the BMW brand and Dick Lovett Group. We are looking for a motivated and customer-focused Digital Enquiry Specialist to join our team and play a key role in connecting customers with our products and services through a range of digital and telephone channels.

This is an exciting opportunity for someone who enjoys building relationships, delivering outstanding service, and working in a fast-paced sales environment.