Customer Relationship Executive

6 months ago

Kolkata West Bengal, India Uprising Consulting PVT LTD Full time

**Job Description: Customer Relationship Executive (CRE) - Automobile Four Wheeler**

**Job Summary**:
The Customer Relationship Executive is responsible for managing customer relationships, ensuring customer satisfaction, and driving sales for the company's automobile four-wheeler segment. The CRE will act as the primary point of contact for customers, addressing inquiries, providing product information, and facilitating the sales process from start to finish.

**Key Responsibilities**:
**Customer Engagement**:
Greet and assist customers as they enter the dealership. Provide detailed information about the company's four-wheeler vehicles, including features, pricing, and financing options. Conduct product demonstrations and test drives.

**Sales Process**:
Identify customer needs and recommend suitable vehicle models. Prepare and present sales proposals. Negotiate sales terms and close deals. Assist customers with financing and insurance options.

**Post-Sales Support**:
Follow up with customers to ensure satisfaction with their purchase. Address any post-purchase issues or concerns promptly. Schedule and coordinate vehicle delivery and after-sales services.

**Relationship Management**:
Build and maintain long-term relationships with customers. Manage customer databases and update records regularly. Conduct customer feedback surveys to gather insights and improve service quality.

**Team Collaboration**:
Work closely with the sales and service teams to ensure a seamless customer experience. Participate in sales meetings and training sessions. Contribute to team targets and dealership goals.

**Qualifications**

**Education**:

- High school diploma or equivalent (required).
- **Experience**:*
Minimum of 6 month to 1 years of experience in CRE, preferably in the automobile industry.

Key Responsibility Areas (KRA)
- **Customer Interaction and Relationship Management**:

- **Customer Engagement**: Greet customers warmly, assess their needs, and provide personalized service.
- **Relationship Building**: Develop and maintain strong relationships with customers, ensuring repeat business and customer loyalty.
- **Customer Follow-Up**: Conduct regular follow-ups with customers post-service or purchase to ensure satisfaction and address any issues.
- **Sales Support**:

- **Product Knowledge**: Maintain a thorough understanding of all vehicle models, features, and benefits to assist customers effectively.
- **Sales Assistance**: Support the sales team by providing customers with information on new models, promotions, and financing options.
- **Customer Needs Assessment**: Accurately assess customer needs and preferences to recommend suitable vehicles or services.
- **Service Coordination**:

- **Appointment Scheduling**: Schedule service appointments and coordinate with the service department to ensure timely and efficient service delivery.
- **Service Follow-Up**: Ensure customers are informed about the status of their vehicle service and any additional work required.
- **Customer Feedback Collection**: Gather customer feedback on service quality and report to management for continuous improvement.
- **Complaint Resolution**:

- **Issue Identification**: Identify and address customer complaints promptly and professionally.
- **Problem Solving**: Work with relevant departments to resolve issues to the customer's satisfaction.
- **Complaint Tracking**: Maintain records of customer complaints and resolutions for future reference and analysis.
- **Customer Retention and Loyalty Programs**:

- **Retention Strategies**: Implement strategies to enhance customer retention and loyalty.
- **Loyalty Programs**: Promote and manage customer loyalty programs, ensuring customers are aware of benefits and rewards.
- **Event Coordination**: Coordinate customer appreciation events and activities to foster strong relationships.
- **Administrative Duties**:

- **Record Maintenance**: Maintain accurate and up-to-date customer records, including contact details, service history, and preferences.
- **Report Preparation**: Prepare and submit reports on customer interactions, feedback, and satisfaction levels.
- **Policy Adherence**: Ensure compliance with company policies and procedures in all customer interactions.
- **Technology Utilization**:

- **CRM Systems**: Utilize Customer Relationship Management (CRM) systems to track and manage customer interactions and data.
- **Data Analysis**: Analyze customer data to identify trends and opportunities for improving service and sales.
- **Training and Support**: Provide training and support to team members on CRM systems and customer service best practices.

**Performance Indicators**:

- **Customer Satisfaction Score**: Measure of customer feedback and satisfaction levels, often gathered through surveys and follow-ups.
- **Customer Retention Rate**: Percentage of customers who return for repeat business or services.
- **Complaint Resolution Time**: Average time taken to resolve customer co

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