Service Retail Coordinator

North Shore Motor Holdings Ltd; Auckland; On-site; NZD 55,000 - 75,000; Full time

Benefits offered by this job

Training programmes

Retail discounts

Discounted health insurance

EAP wellness services

Vehicle discounts

Job summary

North Shore Motor Holdings Ltd at BMW Wairau Park in Auckland is seeking a motivated Service Coordinator to join our busy Service team. You’ll help ensure no customer or opportunity is missed and support Service Advisors with bookings and CRM tasks.

This role is ideal for someone with customer service, administration and a sales mindset, who is confident on the phone and eager to drive service opportunities.

Qualifications

• Previous customer service, administration, contact centre or sales experience.
• Confidence picking up the phone and proactively calling customers.
• Clear, professional written and verbal communication skills.

Responsibilities

• Act as an additional point of contact when Service Advisors are busy, ensuring enquiries and opportunities don't fall through the cracks.
• Proactively contact customers by phone to follow up enquiries, outstanding work and potential service opportunities.
• Look for opportunities to turn conversations and missed enquiries into confirmed bookings and positive outcomes.
• Respond to incoming phone, email and face-to-face customer enquiries.
• Schedule service bookings and coordinate customer appointments.
• Conduct pre- and post-service customer follow-ups.
• Monitor shared inboxes and follow-up activity to ensure timely responses.
• Maintain accurate customer records and CRM activity.
• Support the Service team with administration, reporting and day-to-day coordination.

Skills

Customer service

Administration

Phone communication

Sales mindset

CRM familiarity

Organised

Detail-oriented

Tools

CRM systems

Microsoft Office

Job description

Company : North Shore Motor Holdings Ltd Love customers, have an eye for detail, and know how to turn a conversation into an opportunity? BMW Wairau Park is looking for a motivated and commercially minded Service Coordinator to join our busy Service team. This is not your typical administration role.

Working alongside our Service Advisors, you’ll be the person helping ensure no customer and no opportunity gets missed. You’ll pick up overflow from the team, follow up outstanding enquiries, reconnect with customers, coordinate bookings and keep the customer journey moving. You’ll need to be organised and accurate, but just as importantly, you’ll be confident on the phone and comfortable proactively contacting customers. Whether you’re following up an enquiry, encouraging a customer to book overdue work or identifying another opportunity to help them, you’ll bring energy, initiative and a natural sales mindset. For the right person, this role offers a great opportunity to develop your skills, build valuable industry experience, and be part of a premium automotive Aftersales team focused on delivering exceptional customer service.

What you’ll be doing

Working closely with our Service Manager, Assistant Service Manager and our Frontline Service team, you’ll:

• Act as an additional point of contact when our Service Advisors are busy, ensuring customer enquiries and opportunities don't fall through the cracks.
• Proactively contact customers by phone to follow up enquiries, outstanding work and potential service opportunities.
• Look for opportunities to turn customer conversations and missed enquiries into confirmed bookings and positive customer outcomes.
• Respond to incoming phone, email and face-to-face customer enquiries.
• Schedule service bookings and coordinate customer appointments.
• Conduct pre- and post-service customer follow-ups.
• Monitor shared inboxes, enquiries and follow-up activity to ensure customers receive a timely response.
• Maintain accurate customer records and CRM activity.
• Support the Service team with administration, reporting and day-to-day coordination.

What you’ll bring

We're looking for someone who has the organisation of an administrator, the customer focus of a great service professional and a bit of a sales vibe. Someone who can spot a missed opportunity and thinks, “I’ll take care of that”.

You'll ideally have:

• Previous customer service, administration, contact centre or sales experience.
• Confidence picking up the phone and proactively calling customers.
• You won't be afraid of a cold or warm call.
• A natural ability to build rapport and engage customers in conversation.
• Commercial awareness and an eye for opportunity, with the confidence to ask for the booking rather than simply provide information.
• Exceptional attention to detail and strong organisational skills.
• The ability to juggle multiple customers, tasks and priorities without losing accuracy.
• Clear, professional written and verbal communication skills.
• Confidence learning and working across CRM, dealer management and Microsoft Office systems.
• A proactive, energetic approach and a genuine willingness to jump in and support the wider team.

Why this role?

If you're ambitious and looking for a role where you can build a career rather than simply process paperwork, this could be a great next step. You'll gain exposure to a busy premium automotive Service operation, work closely with experienced Service Advisors and develop valuable skills in customer relationship management, service sales and automotive aftersales.

Benefits

• You’ll receive comprehensive training and development programmes, with career pathways to help you grow.
• You’ll have access to our exclusive Privileges Programme, which includes discounts at 100+ leading retailers, discounted health insurance with Southern Cross, free spine and eye checks, EAP employee wellness services, and in-house vehicle buying discounts across all of our brands.

About Us

Continental Cars BMW, a proud subsidiary of Sime Motors - one of the largest BMW retailers in the world, has been delivering the ultimate driving experience to New Zealanders for over 50 years. With a legacy of precision, luxury, and innovation, we offer a range of BMW vehicles that perfectly blend performance, comfort, and cutting-edge technology. Join our award-winning team at our state-of-the-art, world class dealership in Auckland. Continental Cars BMW – home of the Ultimate Driving Machine. Sime is a trusted partner to more than 60 leading automotive and industrial equipment brands across the Asia Pacific region. Operating in 18 countries and territories, we deliver sustainable value by bringing world-class products and solutions that support the region’s mobility, growth and development. With approximately 30,000 employees across our international footprint, Sime is listed on the main market of Bursa Malaysia.