Customer Relationship Executive

**Job description**

**Must Have Experience in Automobile Industry Service**

**Job Role:

- **Customer Service Executive (Service)

**Experience**:

- Should have auto, BPO, call center Experience

**Skills**:

- Good Communication, presentable, fluency in English, customer satisfaction

**Job Role**:
1. Customer follow up

2. Data updating

3. Car appointment calling, feedback calling

4. You are responsible for bringing and retaining the After-Sales business with dealership.

You are responsible for establishing and maintaining a personal contact with the customer over the lifecycle of his vehicle and keep the customer loyal to the brand. You provide the customer with primary information and solutions on product and services to meet his needs and desires. Being the first point of contact for the customer, you have to represent Mercedes Benz brand effectively and positively. Your key responsibilities are:

- Accepted appointments to be informed to respective service advisors, Service Manager and Parts department.
- Making a prior call for reconfirmation of appointments.
- Customers arrived at reception to be greeted and introduce to respective service advisors in case all service advisors are busy.
- Vehicles which have not visited from last two years to be extracted from eDealer and inform to the Service Manager.
- Instant feedback analysis to be done.
- Service follow-up analysis to be done.
- Service Products follow-up analysis to be done.
- Root cause analysis of feedbacks to be given to Service Manager.
- 7th day follow up call to be made.
- Positive and negative feedback with analysis to be given to Service Manager.
- Register customer complaint in eDealer.
- Root cause analysis of customer complaint.
- Reminder of first free inspection and Maintenance Services based on the data available in eDealer PRM module.
- Promotion of company’s activities in relation to service, parts and car sales campaign

**Skills**
**Communication Skills**:

- You have excellent communication skills with a professional English accent.
- You are aware of basic calling etiquettes and have right attitude to provide required information/help to customers
- You listen carefully, and can identify the underline meaning and real demands.
- You talk clearly in the language that the customer will understand and avoids using jargons.

**Interpersonal & Social competence**:

- You are able to relate to the customer’s needs and options.
- You are able to handle objections and overcome rejections. You are able to balance personal involvement and professional distance.
- You have high self-esteem, and you are controlled and focused even in stressful situations. And you can handle conflicts and resolve it amicably.
- You remain calm and factual and are guided by a win-win solution.
- You See feedback as an opportunity to improve and opens channels for feedback. You also provide feedback which is objective and constructive in nature.
- You build a relationship with the customer that is based on honesty, mutual respect, confidence and mutual trust.
- You are a good team player and always support and motivate your colleagues.
Method & process competence
- You understand the customer life cycle management and related functionalities in DMS.
- You keep a continuous update of customer data and record the same.
- You are aware of calling script and follow it religiously for effective calling.
- You keep a track of calling activities and complete it on time for better results.
- You keep a track of lost customers and put the efforts to bring them back to dealership.
- You work according to the MB service processes and standards.
**Specialist competence**:

- You Understand and are aware of business management co-relation, e.g. Customer satisfaction, root cause analysis, you are responsible to a large extent for CSI.
- You are an expert in implementing Customer Relationship Strategy.
- You are an important point of contact, and are a facilitator between the needs of the customer and the company.
- You take care of the customer relationship in every stage of the ownership, supported through Marketing and Service Programs.
- Contributes to the critical interaction and dialogue after the vehicle has been purchased, builds up confidence, trust and loyalty with the Customer.
- You have brief knowledge of the Mercedes-Benz vehicles, dealer policies and service products

Contact Person : Prachi Tiverekar
- HR

Pay: ₹20,000.00 - ₹23,000.00 per month

**Benefits**:

- Cell phone reimbursement
- Paid sick time
- Provident Fund

Schedule:

- Day shift

Supplemental Pay:

- Yearly bonus

**Experience**:

- total work: 1 year (preferred)
- Customer service: 1 year (preferred)

**Language**:

- English (preferred)

**Speak with the employer**
+91 8799909708