Job Title:Customer Relation Executive -AftersalesQualificationsGraduate/Post Graduate from anystreamSkillsCommunication SkillsReporting To :Customer Relationship ManagerExperienceShould have minimum 4 to 5 yearsexperience in Customer Relations.
Automobile Industry experience
would be an advantageGeneral duties in the dealershipEnsure to follow process.Ensure that incoming customer calls are attended within 3 rings.Ensure that the customer database is maintained in high order.Ensure the up keeping of Executive & Chauffeur lounges.Sharing the appointment customer details with front office staffs, drivers & watchman.Ensure that service appointments are taken and prepared as per process.Ensure that the pick-up and drop-off /courtesy car service is co-ordinated with service reception. Arrange bookingsof replacement and loan vehicles.Check TIE for pending QBs during service appointment, if required and appropriately informed to the serviceteam..Ensure that the service invoice is explained to the customer, if PST is unavailable to handle the vehicle handoverto customer.Liaise with the company driver(s) for pick-up and drop-off of service for customer vehicles. Ensure the Pick-upCard is correctly documented and signed by the customerEnsure that the eligibility for VCSP & ANYTIME WARRANTY are checked during the service appointment processand appropriately informed to the customer/service team.Calling vehicles for pending QBsConducting Exit Interviews with Service customers during delivery of the vehicle.Post Service Telephone Report ProcessEnsure that Post Service Telephone calls are made effectively and within 5 working days from the date of deliveryas per the process. Since it has been assigned to a call centre by VCIN, share the details of the customers whoserepair order closed after the workshop visit to the call centre as per the agreed time frame.Ensure 3 attempts are made to contact customers and after that a suitable letter or email is sent to the customer.Ensure all Negative feed backs are processed via customer complaint Process.Maintain Weekly and Monthly Records of Telephone Reports.Prepare weekly and monthly Telephone Reports Summary for Management to discuss and decide the actions.Customer Complaint ProcessEnsure that all concerns are closed within 3 days from the date of raising the concern.Ensure that all complaints directed to you as the first point of contact. Prepare an action plan on short term andlong term basis to arrest the replication of the same concern with the help of CRMEnsure to raise Recording of Customer Complaint for every concern.Ensure to make appropriate entry with serial number on customer complaint management process online.Liaise with the Service Manager, Workshop Manager, PST to get full details of Service history.Pass the customer concerns information on to the responsible staff or to management as appropriate.Ensure the complaint closure data and RCA is captured in Complaint Management Process using Online Tool.Maintain weekly and monthly records of customer complaints.Prepare weekly and monthly customer complaint Summary for Management to discuss and decide the actions.Keep the Online customer complaint process up to date.Co-ordination with Roadside Assistant in case of customer vehicle breakdown.Ensure reports are sent to RSA with root cause and summary of repairs in case of customer vehicle breakdown.