Job Title: Customer Care & Service Support Advisor Location: Kylemore Cars, Robinhood Industrial Estate, Robinhood Rd, Dublin 22 Company Overview Kylemore Cars is Irelands leading independent used car retailer, with over 1,000 cars in stock. As a result of ongoing business growth, we are currently recruiting a Customer Care & Service Support Advisor to join our Service/Aftersales Department. Job Summary We are seeking a highly organised and detail-oriented Customer Care & Service Support Advisor to join our dynamic team. Reporting directly to our Operational Lead, this role plays a critical support function by ensuring proactive customer care, accurate reporting, and effective coordination between departments. The successful candidate will play a key role in ensuring outstanding customer care through timely updates, professional communication, and the direct management of escalations. They will also be responsible for reporting on and coordinating vehicles that require additional preparation, while working closely with the Aftersales team to ensure seamless service follow-up. Key Responsibilities Customer Care & Escalation Management Act as the main point of contact for customers requiring updates on vehicles undergoing additional or extended service. Provide clear, timely, and professional communication with customers throughout the process. Escalate complex or unresolved issues promptly to senior management or the relevant department. Preparation Line Oversight Monitor and manage vehicles requiring further work outside of the standard preparation workflow. Coordinate with colleagues and third party subcontractors to ensure vehicles are progressed quickly and efficiently. Maintain accurate reporting on vehicles requiring extra attention, ensuring customers and internal teams have clear timelines. Reporting & Process Improvement Produce daily and weekly reports on customer cases, escalations, and vehicles requiring additional preparation. Analyse recurring issues and provide recommendations for process improvements. Support Service Centre management in tracking KPIs for preparation times, escalations, and customer satisfaction. Aftersales Support Assist the Aftersales Department with warranty cases, service queries, and customer follow-up. Provide administrative and operational support to strengthen aftersales performance. Note: This job description provides an overview of the key responsibilities and is not exhaustive and may also include other ad hoc duties. Qualifications & Skills Previous experience in a customer service or service support role within the automotive industry. (desirable). Strong technical knowledge of automotive systems and service processes (desirable). Excellent communication and interpersonal skills, with proven ability to manage sensitive customer interactions. Strong organisational and analytical skills with attention to detail. Experience in reporting, case tracking, or service process management. Ability to thrive in a fast-paced, high-volume environment and adapt quickly to changing priorities. A proactive and customer-focused mindset with a passion for continuous improvement. Full clean Irish Driving License ( NDLS Full Licence History required )