Customer Service Supervisor ? Premium Automotive Line

The Customer Service Supervisor for the Premium Automotive Line is responsible for leading the customer service team to deliver a superior ownership experience to premium vehicle clients. This role ensures the highest levels of service quality, responsiveness, and professionalism in all customer interactions, in alignment with the brand?s luxury standards. The position works closely with sales, service, and technical departments to ensure seamless support throughout the customer journey.

Key Responsibilities:

- Supervise, train, and motivate the customer service team to meet service excellence and customer satisfaction goals.
- Ensure all customer interactions (in-person, phone, email, chat) reflect the brand?s premium standards.
- Handle escalated client concerns and provide timely and effective solutions.
- Monitor customer service KPIs (response times, satisfaction ratings, NPS, etc.) and implement improvements where needed.
- Coordinate with the service department to ensure accurate follow-up and status updates for vehicle maintenance and repairs.
- Support after-sales service processes, including vehicle delivery, follow-ups, loyalty programs, and personalized client experiences.
- Collaborate with marketing and sales teams to ensure consistency in messaging and client engagement.
- Maintain detailed records of customer interactions and feedback using CRM systems.
- Identify opportunities to enhance the premium client experience and implement best practices.