CRM Aftersales/customer Service @ Volvo Group

Maintaining the master data regularly - 1. VIN sold by Autobots & 2. VINs sold by other dealers and regularly serviced by Autobots - Monthly basis appointment targets to be set - From due to overdue customers (11 months,12 months, 13 months, 14 months, 15 months and lost customers). - The above appointment targets to be divided in 2 categories - Retain & Non-retain customers - Appointment targets to be distributed between PSTs/CREs at start of the month and weekly review to be conducted to monitor their conversion % - Retention data analysis as per VCIN formula and review and updates on weekly basis. - Ensure to follow Appointment, Appointment Reminder, acknowledging customer escalation and PSF. - Ensure that incoming customer calls are attended within 3 rings. - Ensure that the customer database is maintained in high order. - Ensure that service appointments are taken and prepared. - Ensure that the pick-up and drop-off /courtesy car service is co-ordinated with service reception. Arrange bookings of replacement and loan vehicles. - Create Proper record for service appointment, if required. - Daily morning or afternoon meeting with workshop, parts & Bodyshop team and review cars waiting status, update them on One Voice Portal, PSF, Open customer concerns & appointment—Prepare MOM and share with everyone - 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 up keeping of Executive lounge, chauffeur lounge and customer touch points. - Ensure that the workshop campaigns are checked during the service appointment process and appropriately informed to the service team. - Calling and sending mails to customer vehicles for campaigns - Calling “No Show” customers and conduct home visits if required - Conducting Exit Interviews with Service Dept customers during delivery. - NPS and response rate data analysis - PST/SA wise and prepare action plan on weekly basis. 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 process. Since it has been assigned to a call centre by Volvo India, 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 - Ensure all Negative feed backs are processed via customer complaint Process. - Maintain Weekly and Monthly Records of Telephone Reports. - Prepare weekly and monthly Telephone Report Summary for Management to discuss and decide the actions. Customer Complaint Process (20%) - Ensure that all concerns are closed within 3 days from the date of raising the concern. - Ensure to prepare action plans on all customer concerns and share the same with the team. Monitor the result after implementing the action plan and make sure to change it if there is no improvement. - Ensure that all complaints directed to you as the first point of contact. - 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 PSTs/Andon 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 data is captured in Complaint Management Process using Online Tool. - Perform RCA based on data available. - Ensure to implement short term & long term action plans to arrest repeated customer concerns. - Maintain weekly and monthly records of customer complaints. - Prepare weekly and monthly customer complaint Summary for Management to discuss and decide the actions. - Keep the ‘Online’ customer complaint process up to date. - Co-ordination with Roadside Assistant Team in case of customer vehicle breakdown. - Ensure reports are sent to Volvo India with root cause and summary of repairs in case of customer vehicle breakdown Pay: ₹35,000.00 - ₹45,000.00 per month **Benefits**: - Health insurance Schedule: - Day shift Supplemental pay types: - Performance bonus **Education**: - Higher Secondary(12th Pass) (required) **Experience**: - total work: 1 year (required) - Customer service: 1 year (required) **Language**: - English (required) - Hindi (preferred) Work Location: In person