We proudly collaborate with our employees as a family to deliver superior and best-in-class services to our clients. Being a leader in the automotive industry, we invite professionals, both young and experienced, to come and live the Porsche experience while providing a top-notch experience to our clients.

We are hiring an experienced Porsche Host to help keep us growing. If you are dedicated and ambitious, this is the excellent place to grow your career. For our Porsche Host, each day will be unique, requiring an ability to prioritize, multi-task, think creatively, take initiative, and employ a diverse set of skills. Don’t hesitate to apply.

Reports to: Business Development Centre Manager

Direct reports: None

Purpose of the function

The Porsche Host will act as the customer ambassador and approach customers proactively and ensures the hospitality services provided are beyond expectations. It is in the Host’s role to anticipate the wishes of each client and put their needs and desires at the heart of every interaction. The Host is the matter of premium hospitality service and the starting point of an exceptional customer experience at the dealership.

The Porsche Host The role also encompasses business development and providing marketing support including, but not limited to managing the dealerships’ online reputation.

Core Accountabilities

· Provide a welcoming environment to all clients

· Value connection over transaction by filling waiting time and gaps in customer experience with conversations about the brand, dealership, etc.

· Facilitate contact with the appropriate colleague based on their client journey (e.g., Sales, Service, etc.)

· Brief anticipated team members who will interact with a client on their individual needs and/ or complete high-level analysis of customer needs through customer interactions (identify needs, interests and reason for the visit) and update C@P will all information gathered

· Collaborate with Porsche Pros when clients face longer waiting times

· Openly communicate and collaborate across all areas to keep the clients informed about the status of the service process

· Daily check of the dealership to ensure it is always meeting the Porsche Brand standards

· Verification of customer data and update of C@P system with new information collected

· Prepare customer information for upcoming service and sales appointments.

· Identify and initiate cross-selling and new/pre-owned sales opportunities to refer to Service Advisors and Sales Executives.

· Initiate resolution on all Passion Report cases and ensure cases are resolved within the set timeline.

· Serve as the process owner for customer concerns, goodwill, and complaint management in close cooperation with the Sales and Service department.

· Recommend process optimization to further improve customer satisfaction.

· Ensure consistent customer experiences are provided to customers to achieve set Customer Satisfaction Index (ASI/PSI) goals.

· Monitor customer satisfaction-related KPI and customer goodwill expenditures to achieve set objectives.

· Business Development Centre (Appointment bookings and follow-up)

· Acting as PCNT Brand Ambassador

· Complying with PCNT Service standards

· Documenting and maintaining customer data

· Achieving personal objectives

· Continuous personal development

· Assist with Marketing tasks/projects as needed

Decision-making responsibilities

· Customer appointments

· Customer care and escalation

· Goodwill decisions within specific constraints

· When to escalate customer issues

Minimum Qualifications

· Post-Secondary degree/diploma

· 3 to 5 years of Customer Service experience within a high-end retail, hospitality, and/or sales environment

· Strong interpersonal and communication skills and confident appearance

· Strong organizational and time management skills with a high level of attention to detail

· Excellent verbal and written communication skills

· Ability to deal with stressful situations, conflict management skills, assertiveness, and a very high degree of customer orientation

· Proficient in Microsoft Office applications

The above list of Core Accountabilities and Responsibilities is not exhaustive. The job holder is expected to carry out other duties as reasonably assigned from time to time, in line with their ability. The Company reserves the right to vary the role content, within reason, with consultation and agreement, in accordance with business requirements.

Job Type: Full-time

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift

Experience:

• Hospitality: 3 years (preferred)
• Customer service: 3 years (preferred)

Work Location: In person