Customer Retention Executive

Company Overview

Keary’s Motor Group is Ireland’s largest family-owned motor group, with 15 dealerships in Dublin, Cork and Limerick. Our people come first, as we strive to recruit and retain the best people to meet our customers’ high expectations when buying and servicing their car, bike or van from Kearys.

With award-winning sales staff, dedicated financial advisors, a superb aftersales department, and a first-class business development centre, we are passionate about providing exemplary customer care. Working as a team we strive to achieve exceptional standards in this area, placing a strong emphasis on staff training, together with considerable facility development, which remains on-going.

Kearys Motor Group’s dedication to excellence and its strong reputation as an outstanding employer are perfectly aligned with the company’s core values – The Keary Way. The Keary Way comprises of three core pillars: People First, Customer Driven, and Professional.

Role Overview

Kearys Motor Group is looking for top calibre candidates to join its winning team. We are currently seeking to recruit a Full Time Customer Retention Executive to join our growing team based in BMW Little Island.

Looking to move your career into next gear? Apply today to be a part of our success story.

Role Responsibilities

Inbound service contact

• Answer inbound service and aftersales calls promptly and professionally, within answer-rate and abandonment targets.
• Book, amend and cancel workshop appointments in the DMS: correct job type, realistic time allocation, courtesy car or collection and delivery arranged where needed.
• Take service, repair, NCT, tyre, bodyshop and warranty enquiries through to a confirmed booking
• Give clear, accurate information on pricing, service content, service plans and what the visit will involve; quote from approved price menus.
• Capture and verify customer and vehicle data on every contact - contact details, registration, VIN, mileage, service history, marketing consent.
• Resolve straightforward queries first time; escalate technical, goodwill or complaint matters to the Service Manager via the agreed path.
• Log every interaction, outcome and next action in the CRM before closing the contact.

Outbound retention activity

• Work daily and weekly outbound call lists to keep the workshop loaded and the customer base retained:
• Service due and overdue reminders, including vehicles flagged by BMW's condition-based servicing and TeleService notifications.
• Lapsed customer win-back - vehicles that have missed a service interval or moved to independent garages.
• Declined and deferred work follow-up - red/amber items from vehicle health checks, rebooked with the customer.
• NCT and roadside/warranty expiry contact, including extended warranty and service plan conversations.
• Recall and technical campaign outreach, driving completion rates.
• Post-visit follow-up and courtesy calls; first contact on low satisfaction scores.
• No-show and cancellation rebooking.
• Segment and prioritise the customer base by vehicle age, warranty and service plan status, and time since last visit.
• Promote service plans, value service offerings and BMW parts and accessories where genuinely appropriate to the customer's vehicle and usage.
• Maintain a personal pipeline of open retention opportunities with dated follow-ups; nothing left uncontacted and undated.

Ticket and case management

• Monitor assigned aftersales queues in BMW's central systems and the dealer CRM, picking up tickets, cases and service leads as allocated.
• Respond to each within the applicable SLA on the customer's preferred channel - phone, email or SMS — and record the response against the case.
• Progress cases to resolution: chase internal departments, keep the customer updated, update status and notes, close with accurate outcome/disposition coding.
• Handle web-sourced aftersales enquiries and online service booking requests that arrive as tickets.
• Escalate aged or at-risk tickets to the Aftersales Manager.

Benefits

• 31 Days Paid Leave (inclusive of public holidays)
• Company Pension
• Healthcare Scheme
• Employee Volunteer Day
• 2 Company Days
• Bike to Work Scheme
• Referral Bonus
• Milestone Programme
• Professional & Personal Development
• Rewards & Recognition
• Employee Wellbeing Programme
• 24/7 Employee Assistance Programme
• Death in Service Benefit
• Long Term Disability Scheme
• Tax Saver scheme
• Employee Recognition Programme
• Sports and Social Club

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