Customer Relationship Executive

Female candidates are preferred.

Job Description:

The Customer Relation Executive acts as a connecting link between the customer and the dealership. He / she contributes to increase customer satisfaction as the first point of contact with the customers.

a) Customer Satisfaction

 Maintain customer relationships through courtesy calls to customers on birthdays, anniversary and special occasions

 Attend, allocate and track all incoming calls and enquiries through Telephone or online and send an acknowledgement in a standard format for all enquiries

 Inform the customer on the necessary documents to be required at the time of service & the contact details of the Service Advisor. Inform the customer of all the available offers at that particular time

 Remind customer of the appointment one day prior to visit and prepare for customer visit

 Arrange reception dates & inform the customer about the provisional price and time estimates. Reschedule the appointment when necessary

 Liaise with the company driver(s) for pick-up and drop of service customer vehicles. Ensure the ‘Pick-up Card’ is correctly documented and signed by the customer

 Ensure that the pick-up and drop / courtesy car service is co-ordinated with service reception. Arrange bookings of replacement and loaner vehicles

 Get all the necessary forms including the Post Service feedback filled by the customer

b) Process Adherence

 Ensure that a clear communication (with log) to customer is maintained and updated while the customer’s car is at the workshop

c) Data Updation

 Regular follow up and updation regarding reported vehicles & percentage of vehicle turn up through Appointment

 Prepare the daily and monthly Appointment reports (KPMG) to the management & Audi NSC respectively

 Ensure that the customer and vehicle database is maintained with accuracy

d) Customer Complaints

 Track closure of raised customer complaints

 Update the status of complaint initiated in CRM after resolution Note: This document lays down the guiding principles for the job and is subject to change.

Job Type: Full-time

Pay: ₹15,000.00 - ₹22,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Provident Fund

Experience:

• total work: 1 year (Required)
• Customer service: 1 year (Preferred)

Language:

• English (Required)

Work Location: In person