Customer Experience Executive

2 weeks ago

Pune, Maharashtra, India B.Uri Motors Pvt. Ltd. Full time

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 provide the customer with primary information and solutions on products and services to meet his
needs and desires. Being the first point of contact for the customer, you have to represent the Mercedes Benz brand
effectively and positively

Your key responsibilities are:

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.).

Accepted appointments to be informed to respective service advisors, Service Manager and Parts department.
Making a prior call for reconfirmation of appointments.
Customers arrived at reception to be greeted and introduce to respective service advisors in case all service advisors

are busy.

Vehicles which have not visited from last two years to be extracted from eDealer and inform to the Service Manager.
Instant feedback analysis to be done.
Service follow-up analysis to be done.
Service Products follow-up analysis to be done.
Root cause analysis of feedbacks to be given to Service Manager.
7th day follow up call to be made.
Positive and negative feedback with analysis to be given to Service Manager.
Register customer complaint in eDealer.
Use the complaint source as walk in, emails, letters referred by MB India, SFU etc.
Root cause analysis of customer complaint.
Reminder of first free inspection and Maintenance Services based on the data available in eDealer PRM module.
Promotion of company's activities in relation to service, parts and car sales campaign.

Requirements

Communication Skills:

You have excellent communication skills with a professional English accent.
You are aware of basic calling etiquettes and have right attitude to provide required information/help to customers
You listen carefully, and can identify the underline meaning and real demands.
You talk clearly in the language that the customer will understand and avoids using jargons.

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 can 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 them 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 build a relationship with the customer that is based on honesty, mutual respect, confidence and mutual trust.
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.

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 brief knowledge of the Mercedes-Benz vehicles, dealer policies and service products.

Benefits Benefits:

. Statutory Benefits
. Incentives. Bonus
Requirements

Communication Skills:

You have excellent communication skills with a professional English accent.
You are aware of basic calling etiquettes and have right attitude to provide required information/help to customers
You listen carefully, and can identify the underline meaning and real demands.
You talk clearly in the language that the customer will understand and avoids using jargons.