Customer Relationship Executive @ Volvo Group
4 months ago
Ensure to follow EVOLVE 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 EVOLVE process.
- Ensure that the pick-up and drop-off /courtesy car service is co-ordinated with service reception. Arrange bookings
of replacement and loan vehicles.
- Check TIE for pending QBs during service appointment, if required and appropriately informed to the service
team..
- Ensure that the service invoice is explained to the customer, if PST is unavailable to handle the vehicle handover
to customer.
- Liaise with the company driver(s) for pick-up and drop-off of service for customer vehicles. Ensure the “Pick-up
Card” is correctly documented and signed by the customer
- Ensure that the eligibility for VCSP & ANYTIME WARRANTY are checked during the service appointment process
and appropriately informed to the customer/service team.
- Calling vehicles for pending QBs
- Conducting Exit Interviews with Service customers during delivery of the vehicle.
Post Service Telephone Report Process (20%)
- Ensure that Post Service Telephone calls are made effectively and within 5 working days from the date of delivery
as per the EVOLVE process. Since it has been assigned to a call centre by VCIN, share the details of the
customers whose repair order closed after the workshop visit to the call centre as per the agreed time frame.
- 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.
Pay: ₹22,000.00 - ₹25,000.00 per month
**Benefits**:
- Health insurance
Schedule:
- Day shift
Supplemental pay types:
- Yearly bonus
**Experience**:
- total work: 1 year (required)
- Customer service: 1 year (required)
**Language**:
- English (required)
Work Location: In person
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