CRM executive or front office executive

7 months ago

Mettupalayam, India Sundaram motors mercedes-benz Full time

Objectives of the job

Improve Customer satisfaction by implementing CSI improvement plans as recommended by MB India and

also as initiated by the dealership. Act as one point contact for all customer complaints related to sales.

Develop and implement a mechanism to capture customer feedback at various steps which will help to

define proper counter measure to improve Customer Satisfaction. Responsible to create delight for

customers during the delivery process.


Qualification

  • Basics: Any Bachelor degree
  • Experience (type of): 1-2 years experience as CRM executive or front office executive
  • Specialized Knowledge: Communication skills, Customer oriented attitude, team player, sensitive to customer needs, ability to handle customer queries/complaints, analytical skills


Job Designation/Field of Work:

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 sales process (like test drive feedback, feedback on overall sales experience etc)
  • Capture customer feedback post delivery through feedback form and analyze 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, photograph 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 (> 1year)

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