Customer Care Consultant

About the role

Q Automotive, a multi-brand dealership group in South East Queensland, is looking for a Customer Care Consultant for its Customer Care Centre in Springwood. You will be the trusted voice between the service departments and customers, owning every call that keeps their vehicle on the road. This is a full-time, Monday to Friday position with no weekend work.

Key responsibilities

• Follow up customers after their service visit to confirm satisfaction, capture feedback and resolve concerns, escalating to management when needed.
• Book and confirm service appointments across eight brands and more than ten dealership locations.
• Handle inbound overflow service enquiries when service teams are at capacity.
• Make outbound calls for service reminders, recall notifications and follow-ups on quotes or parts.
• Resolve escalated service issues calmly and clearly, liaising with Service Managers and Service Advisors to close the loop.
• Capture customer data, case notes and outcomes in the DMS and CRM platforms, and spot trends in customer feedback to help improve the service experience.

Required profile

• Proven experience in customer service, a call centre or a dealership service environment; automotive or service department experience is highly regarded.
• Excellent telephone manner, written and verbal communication, and strong problem-solving and dispute resolution skills.
• Naturally empathetic, with a caring approach and good attention to detail.
• A team player who thrives in a fast-paced, multi-brand environment.

Required skills

• Solid computer skills, including Google Workspace (Docs, Sheets, Gmail).
• Experience with automotive DMS platforms or xtime.

What we offer

• Monday to Friday roster with no weekend work.
• A thorough onboarding and training program covering all seven brands and dealership systems.
• Exposure to a large multi-franchise dealer group across sales, service, marketing and operations.
• Staff benefits across vehicle servicing, parts and accessories.