Customer Relationship Executive

**1. Role Overview**

**Key Responsibilities**:

- Greet and assist customers in a professional, friendly, and timely manner.
- Manage the dealership's reception area, ensuring it is always clean, organized, and welcoming.
- Handle service bookings, customer inquiries, and appointment scheduling.
- Maintain a database of customer information and keep service records updated.
- Coordinate with other departments (service, parts, sales) to ensure smooth operations.

**2. Key Responsibilities**

**1. Customer Reception and Service Desk Management**
- **Customer Greeting and Engagement**:

- Greet all customers upon arrival in a professional and courteous manner, making them feel welcome.
- Handle customer inquiries regarding service bookings, promotions, or general dealership information.
- Direct customers to the appropriate department (service, sales, finance, etc.) or staff members as needed.
- **Service Booking and Appointment Scheduling**:

- Record detailed information about customer vehicles, the service required, and preferred time slots for service.
- Confirm service bookings and send reminders to customers 24 hours in advance.
- Monitor service schedules and ensure that appointments are managed effectively to optimize the workshop flow.
- **Customer Registration**:

- Ensure that customer details are entered into the dealership’s CRM system accurately.
- Update customer records for repeat visits, tracking previous services and vehicles in the system.
- Process customer information for follow-up and retention purposes.

**2. Marketing and Promotions Support**
- **Promotional Campaigns and Events**:

- Assist in organizing dealership events (e.g., new model launches, seasonal promotions, test drive events).
- Distribute marketing materials, including brochures, flyers, and promotional offers to customers.
- **Customer Communication**:

- **Marketing Material Display**:

- Ensure that promotional materials, signage, and brochures are up-to-date and correctly displayed in the reception area.
- Maintain a visually appealing environment in the customer waiting area, featuring the latest Toyota offers, brochures, and posters.

**3. Handling Customer Complaints and Queries**
- **Complaint Resolution**:

- Address customer concerns or complaints related to service, vehicle issues, or dealership policies.
- Escalate complex issues or complaints to the Service Manager or other relevant departments for resolution.
- Ensure that all complaints are documented and followed up on to ensure customer satisfaction.
- **Handling Service Issues**:

- If a customer experiences delays or problems with service, ensure they are kept informed of the situation and offer alternative solutions (e.g., rescheduling or offering a loaner vehicle, if available).
- Act as a liaison between customers and service advisors, ensuring that all customer needs are met and expectations are managed.

**4. Coordination with Other Departments**
- **Liaison with Service Department**:

- Communicate regularly with the service department to stay updated on appointment schedules, job status, and customer vehicle needs.
- Coordinate with service advisors regarding special instructions, parts availability, or customer requests.
- **Collaboration with Sales Team**:

- Assist the sales team by providing customer information or facilitating appointments for test drives or vehicle demonstrations.
- Provide support during sales events by managing customer inquiries and providing information about available vehicles or promotions.
- **Parts and Inventory Assistance**:

- Coordinate with the parts department to check parts availability for services and inform customers of any back-ordered parts.
- Ensure that customers are updated on the status of parts needed for their vehicles.

**5. Administrative Tasks and Documentation**
- **Documentation and Record Keeping**:

- Maintain accurate records of customer interactions, service bookings, and marketing activities.
- Ensure that all service records, customer contact details, and promotional activities are properly filed and updated in the CRM system.
- Track and report any customer service issues or complaints to the management team for continuous improvement.
- **Daily Reports**:

- Provide daily or weekly reports on service bookings, appointments, customer queries, and marketing campaign performance to the management team.
- Track and report customer feedback and make suggestions for improvements to service and marketing strategies.

**6. Cleanliness and Organization of Reception Area**
- **Reception Area Maintenance**:

- Ensure that the reception area, waiting area, and customer-facing spaces are clean, organized, and presentable.
- Maintain a comfortable and welcoming environment for customers, ensuring that seating, magazines, and other amenities are readily available.
- Ensure that any promotional material, brochures, or flyers in the reception area are current, neat, and organized.
- **Customer Comfort**