Customer Relations Coordinator
1 week ago
Job Title: CUSTOMER RELATIONS COORDINATOR
Aftersales
Qualifications:
Graduate/Post Graduate from any stream
Skills:
Communication Skills • Reporting To: Customer Relationship Manager
Experience:
Should have minimum 4 to 5 years experience in Customer Relations
Automobile Industry experience would be an advantage
Responsibilities:
Ensure to follow 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 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:
Ensure that Post Service Telephone calls are made effectively and within 5 working days from the date of delivery as per the 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 3 attempts are made to contact customers and after that a suitable letter or email is sent to the customer
Ensure all Negative feed backs are processed via customer complaint Process
Customer Complaint Process:
Ensure that all concerns are closed within 3 days from the date of raising the concern
Ensure that all complaints directed to you as the first point of contact
Prepare an action plan on short term and long term basis to arrest the replication of the same concern with the help of CRM
Ensure to raise Recording of Customer Complaint for every concern
Ensure to make appropriate entry with serial number on customer complaint management process online
Liaise with the Service Manager, Workshop Manager, PST to get full details of Service history
Pass the customer concerns information on to the responsible staff or to management as appropriate
Ensure the complaint closure data and RCA is captured in Complaint Management Process using Online Tool
Co-ordination with Roadside Assistant:
Ensure reports are sent to RSA with root cause and summary of repairs in case of customer vehicle breakdown
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