Retail Operations Support & Sales Consultant

Provides support for and facilitates delivery of outstanding customer experiences, aligning with Customer First principles and a modern luxury approach, to achieve successful sales deals in a seamless, effortless Omni channel landscape.

KEY RESPONSIBILITIES

1. ENQUIRY & REQUEST MANAGEMENT

• Respond to enquiries from customers, retailers / agents, and colleagues to understand their requirements, build personal connections, and develop sales opportunities.
• Provide 1st line systems and process support without unnecessary hand-overs.
• Demonstrate our client's Customer First and Modern Luxury principles.
• Ensure the effort is on the company’s side so the customer does not have to worry.
• Provide warm, sincere, meaningful contact and conversation, respecting the customer's time and circumstances.
• Listen actively to understand and get it right the first time, and acknowledge customer needs.
• Maintain optimal data completeness and accuracy in all interactions.
• Meet inbound and outbound contact targets and KPIs.
• Accurately record all interactions and actions on designated systems.
• Align communication with customer preferences and channels.

• Provide efficient support to Retailers / Agents, colleagues, and customers, minimizing hand-overs.
• Participate actively in supporting high performance and effective teamwork.
• Interact with stakeholders and third parties to resolve queries efficiently and quickly.
• Log issues correctly, provide necessary information, and follow up to ensure resolution.
• Share information within the team and participate in meetings to track performance and issues.
• Attend training and knowledge development opportunities.
• Develop knowledge of customer products, technologies, systems, and processes.
• Communicate system downtime or issues to relevant users.

• Fulfill all commitments and provide feedback as promised.
• Resolve escalated issues and complaints, ensuring customer satisfaction and facilitating sales.
• Ensure a seamless customer journey by doing the effort so the customer doesn't have to worry.

• Participate in regular KPI review meetings and suggest improvements.
• Proactively identify recurring problems and raise them with leadership.
• Contribute to continuous improvement in work methods and service delivery.
• Support the team through change, growth, and performance initiatives.

QUALIFICATIONS & SUCCESS CRITERIA

Customer First: Measured by survey results, case and complaint management systems, and dependability in fulfilling commitments.

Teamwork: Supporting colleagues across the business, retailers, agents, and third-party partners.

Commercial Awareness: Understanding of financial and business aspects.

PERSONAL ATTRIBUTES

• High-performing support and sales capabilities with self-management skills.
• Willingness to learn and become an expert in new systems and processes.
• Digitally savvy across communication channels.
• Preferably experience in automotive and modern luxury sectors.
• Beneficial Salesforce experience (not essential).
• Strong team player with high emotional intelligence, excellent communication, problem-solving, and agility.
• Operational excellence with a focus on customer service excellence and outstanding experiences.