Audi - Service Operations & Customer Care

Muster Limited


  • Desirable Distributor Role
  • Rare Opportunity
  • European Premium Brand

Audi - Service Operations & Customer Care

The Audi brand in New Zealand is a class leader in the European premium vehicle market, with a strong focus on quality, customer service and an exceptional model range.

Concurrently, it is positioning itself in the digital and technology space to lead the premium segment in digital communication and set a solid platform in the electric vehicle market with both plugin hybrids and fully 100% electric vehicles.

Audi Sport is their corner stone performance brand, where they are world class, both in terms of market sales but also in customer drive experiences. Being imported by European Motor Distributors (a Giltrap Group company) they pride themselves on their dealer partnership experience.

They have a professional and positive relationship with Audi AG in Germany and locally desire to be the best small automotive importer in the world driven through the engagement and focus of their people.

The Role

Audi NZ is looking for their next Service Operations and Customer Care Advisor due to the incumbent moving to another significant role within the wider Giltrap Group.

The primary role is to assist the National Audi Service Manager with the development of the Audi Service network to ensure the highest levels of, customer service & satisfaction is met whilst ensuring dealer profitability and customer retention.

To provide Complete Service Support and assistance the Audi Dealer Network, encompassing in-dealership support, training and coaching, customer care management and service programme development.

Detail of the position

  • Dealer visits to audit and review service performance
  • Create and analyse programmes to identify areas for improvement
  • Develop action plans and follow ups around mystery shop programmes
  • Help increase dealer service business, train and coach around customer experience
  • Monitor and help maintain repair quality of dealer network
  • Represent EMD regarding matters of warranty and technical support whilst at dealerships
  • Implementation and management of all Audi service programs
  • Report on Audi service department KPI's and set action plans
  • Manage customer care cases to satisfactory conclusion with all parties
  • Review customer and network inconsistencies and manage follow up plan
  • Represent the importer between dealer and customer on aftersales issues
  • Actively contribute to technical advisory sessions and training programs
  • Manage administration on all service, homologation and compliance in guidelines with NZTA

Requirements for the role

  • Hold excellent communication and presentation skills
  • Industry knowledge would be advantageous
  • Have a passion for the customer experience and the ability to develop a strong partnership with Audi's dealer network
  • Be able to process, plan and analyse data
  • Hold the ability to solve problems and overcome objections
  • Be flexible and adapt to situations
  • Have a proactive approach and positive attitude
  • Ability to travel when required

This is a terrific opportunity to further develop your career with a fantastic NZ owned automotive distributor.

If you feel you are the right candidate, please apply now including a CV and relevant cover letter outlining why you are the ideal candidate for the role.

For more information on the position, please contact Daryl Feast on +64 9 394 7444


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