Customer Experience Executive

5 months ago

Chennai, India Talent Excellence Full time

**Job Title**: Customer Experience Executive

**Location**: Chennai

**Experience**: 1-5 Years

**Industry**: Automotive, Automotive Finance, Hospitality / Airlines

**Job Type**: Full-time

**About Us**:We are seeking a passionate and experienced Customer Experience Specialist to join our team. Our company is dedicated to providing exceptional customer experiences in the automotive industry, with a focus on motorcycles. If you have a passion for motorcycles, a commitment to customer satisfaction, and the ability to create lasting relationships, we want you to be part of our team.

**Responsibilities**:
**1. Manage Enquiries**:

- Handle all incoming enquiries with professionalism and efficiency.
- Convert enquiries into buyers or potential buyers.
- Proactively seek new leads to promote our products.

**2. Initial Contact**:

- Develop rapport and trust with customers through effective communication.
- Cultivate and nurture customer relationships with credibility and trust.

**3. Consultation**:

- Understand the customer's needs and provide suggestions on features and benefits.
- Guide customers to make informed decisions.
- Identify and address additional customer needs, such as extended warranties and accessories.

**4. Test Ride**:

- Offer experiential test rides to all customers.
- Evaluate the suitability of motorcycles based on customer feedback.

**5. Proposal**:

- Discuss payment options and financing plans with customers.
- Negotiate within predefined limits to close sales.

**6. Order Taking**:

- Complete sales transactions accurately and promptly.
- Manage the order and delivery process, including scheduling necessary vehicle work.

**7. Waiting for Delivery**:

- Monitor delivery timescales and update customers on progress.
- Ensure a smooth delivery process.

**8. Delivery**:

- Conduct motorcycle handovers, demonstrating vehicle functions and answering questions.
- Explain after-sale services, warranties, and service plans.
- Create a memorable delivery experience for customers.

**9. Follow-up**:

- Conduct follow-up calls or visits based on customer preferences.
- Ensure customers are satisfied with their motorcycle and provide additional training if necessary.
- Maintain a customer calendar and identify referral and sales opportunities.

**10. Organize / Participate in Customer Events**:

- Organize and participate in customer ride events and community-building activities.
- Handle customer complaints and follow Customer Voice Handling SOPs.

**11. Customer Records**:

- Maintain accurate customer records and information.
- Use information to build relationships and promote retailer activities.
- Share information with colleagues as needed.

**Requirements**:

- Minimum of 2-5 years of experience in sales and operations, preferably in the automotive, automotive finance, hospitality, or airlines industries.
- 3 years' experience in managing direct selling.
- Passion for motorcycles and the ability to create excitement about them.
- Strong communication, interpersonal, and relationship-building skills.
- Customer-focused mindset and a commitment to providing exceptional customer experiences.
- Ability to work independently, stay self-motivated, and achieve results with passion and knowledge.
- Strong organizational skills and attention to detail.

**Salary**: Up to ₹40,000.00 per month

Schedule:

- Day shift

Ability to commute/relocate:

- Chennai, Tamil Nadu: Reliably commute or planning to relocate before starting work (preferred)

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