Dealer Marketing Officer ( DMO )

Duties & Responsibilities

Key Skills

Proactive in Setting Appointment Calls

Strong Communication Abilities

Excellent Problem-Solving Skills

High Level of Attentiveness

Clear and Effective Verbal Communication

• Customer Interaction: The DMO serves as a primary point of contact for customers, addressing inquiries, and booking customer service appointments. Maintain a professional and courteous demeanor while interacting with customers in person, over the phone, or via email.
• Customer Feedback Management: DMOs gather feedback from customers regarding their experiences with the dealership or service center. They may conduct satisfaction surveys, monitor online reviews and social media comments, and compile feedback to identify areas for improvement.
• Follow-Up Communication: After service appointments or vehicle purchases, DMOs follow up with customers to ensure satisfaction, address any additional concerns, and inquire about their overall experience. They may also provide reminders for scheduled maintenance appointments or follow-up visits.
• Customer Education: DMOs educate customers about automotive products, services, and warranty coverage. They explain technical information in layman's terms, answer questions about vehicle features and functionality, and provide guidance on proper vehicle maintenance.
• Conflict Resolution: Occasionally, customers may have disputes or conflicts with dealership policies, service charges, or warranty coverage. The DMO acts as a mediator, facilitating discussions between customers and dealership management to reach mutually agreeable resolutions.
• Documentation and Reporting: DMOs maintain detailed records of customer interactions, complaints, resolutions, and feedback. They may generate reports summarizing customer satisfaction metrics, complaint trends, and areas requiring improvement for management review.