Customer Relationship Executive

2 weeks ago

Mumbai, India Solitaire Honda Full time

**Role**: Jr/Sr. Customer Care executive, Marketing Executive **Department**:Customer Care department

**Reporting To**:Manager **Division**:Service

**Job Purpose**: to contribute towards service quality, increase in workshop revenue by reducing customer complaints and providing excellent customer support **.**

**Job Qualification**:HSC-Graduate, with proficiency in English and local

**Requirement**: language.

**Experience**: 1-2years. Preference for those from reputed 4 wheeler dealership **.**

**Duties & 1)Primary Responsibilities**:
**Responsibilities**:

- Follow communication procedures, guidelines and laid down policies.
- Generating PSF and appointments list from the DMS system.
- Preparing list and arranging Home visit for all PSF complaint customer.
- Updating information in DMS system related to feedback of customer (IFF/IFC etc.)
- Updating customers concerns (VOC) during PSF as per OEM norms.
- Calling customer for complaint registered (aggrieved customer) and resolving it within stipulated time period as per the OEM process.
- Updating resolved complaints details in DMS and or Dealership defined process.
- Maintaining daily and monthly complaint monitoring report.
- To achieve the set business targets (appointment, PSF).
- To daily update appointments generated details in DMS.

**2)Secondary Responsibilities**:

- Act as single point of contact for service and related concerns.
- Daily /weekly/monthly MIS reports.
- Preparing list and organizing pick up -drop facility of customer’s vehicle in coordination with service team.
- To manage service reception, attend customer and take care of customer lounge area as and when required.
- To attend all training programmes organized by OEM/Dealership.

**Competencies & ** **1) Competencies**:communication skills (written-verbal), convincing skills, time
**Behavioral Traits** management, MS office, data entry, time management, active listener, customer
: orientation.

**2)Behavioral Traits**:
Positive attitude, team work.

**Special Work **Might require to work in extended working hours ,continuous calling,
**Demands**: multitasking.

**Job Type**: Regular / Permanent

**Salary**: ₹14,000.00 - ₹20,000.00 per month

**Benefits**:

- Provident Fund

Schedule:

- Day shift

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Customer service (required)
- total work (required)

**Language**:

- English (required)

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