Job Detail Page

Back

Customer Relationship Executive

Automotive | Service Office Executive

10,000 - 15,000 p.m | Under Graduate | Coimbatore

Mettupalayam Road,Opp to Avinailingam College

Gender : Female | Age Limit - 18-30 | Openings - 0 | Experience - 4-5 Years
Sundaram Motors pvt Ltd
Posted Jobs Count : 3
Posted Date: 17-06-2020
Open Until : 31-07-2020
Apply Job

Description

Job Summary
You are responsible for bringing and retaining the after-sales business with dealership. You are responsible for establishing and maintaining a personal contact with the customer over the lifecycle of his vehicle and keep the customer loyal to the brand. You are responsible to remind customer about the periodic maintenance and facilitate his visit to dealership through service booking. You capture customers’ feedback and co-ordinate with workshop for resolution of customer complaints. You ensure the customer satisfaction for future retention and business. provide the customer with primary information and solutions on product and services to meet his needs and desires. Being the first point of contact for the customer, you are responsible to provide primary information about services to meet their needs.
Qualification
You are graduated from any faculty or have a diploma in engineering.
Training
 Training on soft skills
 Basic training on automobile functioning

Experience
 Automotive experience with required interpersonal & Communication skills.
Competencies
Interpersonal & Social competence
 You are able to relate to the customer’s needs and options.
 You are able to handle objections and overcome rejections. You are able to balance personal involvement and professional distance.
 You have high self-esteem, and you are controlled and focused even in stressful situations. And you can handle conflicts and resolve it amicably.
 You remain calm and factual and are guided by a win-win solution.
 You See feedback as an opportunity to improve and opens channels for feedback. You also provide feedback which is objective and constructive in nature.
 You listen carefully, and can identify the underline meaning and real demands.
 You Build a relationship with the customer that is based on honesty, mutual respect, confidence and mutual trust.
 You talk clearly in the language that the customer will understand and avoids using jargons.
 You are a good team player and always support and motivate your colleagues.
Method & process competence
 You understand the customer life cycle management and related functionalities in DMS.
 You keep a continuous update of customer data and record the same.
 You are aware of calling script and follow it religiously for effective calling.
 You keep a track of calling activities and complete it on time for better results.
 You keep a track of lost customers and put the efforts to bring them back to dealership.
 You promote the service product, campaigns through various modes like SMS, email and proactive calling.
 You work according to the MB service processes and standards.
 

Skills

  • Customer Care Executive
  • Dealership Sales and Value Added Services Executive

Additional Skills


Specialist competence  You Understand and are aware of business management co-relation, e.g. Customer satisfaction, root cause analysis, you are responsible to a large extent for CSI.  You are an expert in implementing Customer Relationship Strategy.  You are an important point of contact, and are a facilitator between the needs of the customer and the company.  You take care of the customer relationship in every stage of the ownership, supported through Marketing and Service Programs.  Contributes to the critical interaction and dialogue after the vehicle has been purchased, builds up confidence, trust and loyalty with the Customer.  You have good communication skill, brief knowledge of the MB vehicles, Dealer policies and service products. Tasks Maintain Customers Data Base  All Workshop Customers data to be maintained with correct and latest account details (Contact no. contact person name, e-mail ids, bill to account, etc.) Scheduling an Appointment  Plan service booking slots as per the service capacity input given by Job Controller.  Accept service booking from various sources like in-bound calls, out-bound calls and website  Capture customers’ requirements and confirm appointment one day prior to appointment date.  Inform service booking to front office, workshop and spare parts for preparing service reception.  Keep close follow up of appointments for turn-up and in case of non-turn up, follow up with customers for subsequent rescheduling. Follow-up Service for Customer  Follow up call to be made after 7 days of customer visit.  Customers’ requirements or concerns captured through feedback to be communicated to respective department and follow up for the accomplishment  Close the feedback after confirmation of satisfaction of customers. Complaint management  Record customer complaints received from various sources like email, letters, Service follow up, in-bound call.  Communicate the customer complaint details to respective department and follow up for resolution.  Close the complaint on confirmation of satisfaction of customers. Build and enhance customer relationship  Call proactively for Service due reminder to customers.  Promote company’s activities in relation to service, parts and car sales campaign. Specialist competence  You Understand and are aware of business management co-relation, e.g. Customer satisfaction, root cause analysis, you are responsible to a large extent for CSI.  You are an expert in implementing Customer Relationship Strategy.  You are an important point of contact, and are a facilitator between the needs of the customer and the company.  You take care of the customer relationship in every stage of the ownership, supported through Marketing and Service Programs.  Contributes to the critical interaction and dialogue after the vehicle has been purchased, builds up confidence, trust and loyalty with the Customer.  You have good communication skill, brief knowledge of the MB vehicles, Dealer policies and service products. Tasks Maintain Customers Data Base  All Workshop Customers data to be maintained with correct and latest account details (Contact no. contact person name, e-mail ids, bill to account, etc.) Scheduling an Appointment  Plan service booking slots as per the service capacity input given by Job Controller.  Accept service booking from various sources like in-bound calls, out-bound calls and website  Capture customers’ requirements and confirm appointment one day prior to appointment date.  Inform service booking to front office, workshop and spare parts for preparing service reception.  Keep close follow up of appointments for turn-up and in case of non-turn up, follow up with customers for subsequent rescheduling.

Apply now

Related Job List

Department Of Employment And Training, Old Alandur Road,
Guindy, Chennai-32.

   9499966018 .

   tnprivatejobs@gmail.com .

Find the right job on Private Job Portal. You are only few steps away from millions of jobs.

Copyright © 2020 DET - Government Job Portal. All Rights Reserved. Designed & Developed by In22labs