Customer Care Executive

1. CSI Improvement

• Discuss with marketing and CRM Manager and Sales manager to develop an action plan for CSI improvement at the dealership
• Develop and implement a mechanism to capture customer feedback at various stages in the sales process (like test drive feedback, feedback on overall sales experience etc)
• Capture customer feedback post delivery through feedback form and analyse the customer feedback
• Develop counter measure to eliminate negative feedback from customers in future
• Conduct post sales follow-up to capture customer feedback in case if customer has not yet returned the feedback form
• Update customer follow-up’s in e-dealer
• Coordinate with MB India CS team and marketing team for CSI surveys, CRM activities etc
• Provide feedback to sales department on customer complaints or any other issues that may affect Customer satisfaction

• 2. Delivery process:

• Coordinate with sales consultants and delivery process coordinators to ensure 100% preparations for new vehicle delivery.
• Prepare arrangements for gifts, bouquets, flowers, photographs during delivery process
• Ensure customer delight during new car delivery process by implementing innovative and exciting ideas during delivery process

• 3 CR activities:

• Develop monthly, quarterly and yearly plan for CRM activities with the support of Marketing and CRM manager
• Conduct CRM activities like direct mailers, customer meets, customers driver’s training etc.
• Communication to all the customers through telephone, direct mailer on all CRM activities

• 4 Customer Database management:

• Check in e-dealer whether all the mandatory fields are recorded.
• Provide feedback to sales executives in case of any missing fields in e-dealer
• With the support of telemarketing team & After sales team, old customer database cleaning has to be done, in terms of checking and updating the contact and address of old customers

Requirements

• Basics: Any Bachelor degree

• Experience (type of): 1-2 years experience as CRM executive or front office executive

Benefits

1. Statutory

2. Company asset

3. Incentive

4. Accidental Policy