Service Retail Coordinator

Sime Darby; New Zealand; On-site; NZD 52,000 - 76,000; Full time

Benefits offered by this job

Privileges Programme

Health insurance discounts

Vehicle buying discounts

Job summary

Continental Cars BMW in Auckland is seeking a motivated Service Coordinator to join our busy aftersales team. You’ll partner with Service Advisors to ensure every customer enquiry is followed up, opportunities are captured, and bookings are scheduled efficiently.

You’ll need a keen eye for detail, confident phone manner, and a natural sales mindset to convert conversations into bookings while delivering exceptional customer service.

Qualifications

• Experience in customer service, administration, or sales.
• Confident phone etiquette and proactive calling.
• Ability to build rapport and engage customers in conversation.
• Commercial awareness with the confidence to secure bookings.
• Excellent attention to detail and strong organisational skills.
• Ability to juggle multiple customers and tasks without errors.
• Clear written and verbal communication skills.
• Willingness to learn CRM and Dealer Management systems.

Responsibilities

• Act as an additional contact when Service Advisors are busy to prevent missed enquiries.
• Proactively call customers to follow up on enquiries and service opportunities.
• Turn conversations and missed enquiries into confirmed bookings.
• Respond to phone, email, and face-to-face enquiries.
• Schedule service bookings and coordinate appointments.
• Conduct pre- and post-service follow-ups with customers.
• Maintain accurate CRM records and activity.
• Support the Service team with admin, reporting and coordination.

Skills

Customer service

Phone communication

Rapport building

Sales mindset

Organisational skills

CRM & admin

Tools

CRM systems

Dealer management

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.
• Automotive experience would be an advantage, but attitude, customer instinct and drive are just as important.

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.
• 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 insurancewith Southern Cross, free spine and eye checks, EAP employee wellness services, and in-house vehicle buying discountsacross all of our brands.

If you’re sharp, organised, confident with customers and enjoy the satisfaction of turning a conversation into a booking, we’d love to hear from you.

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.