Customer Experience Officer

Communication Skills
- Problem Solving Skills
- Interpersonal Skills
- Conflict Management
- Knowledge of MS Office
- Customer
- Customer Experience Manager(CXM)
- Showroom Hostess and Test Drive Administrator(TDA)
- Customer Advisor and Team Leader
- HR Manager(Admin related activities)
- Sales Operations Manager, Accessories Manager ,TMA Manager
- Delivery Executive and CRM Service

Key Interactions/ Key Communications

1)

2)

Test Drive Experience
- Take Test Drive Feedbacks through TD-IFIR and ensure resolution of identified concerns, if any, on immediate basis through CA/TL/TDA (as per the feedback)
- Share the pre sales experience feedback received through digital platform to respective CAs ,TL and ensure resolution of any identified concerns
- Extract Pre Sales Experience feedback and share the summarized report to CXM on weekly basisBooking to Delivery Process
- Check each and every Order booking and Commitment form and highlight the gap areas, if any, to TL
- Conduct B+24hrs calling to reconfirm the booking details (EDD and other details) with Customer. Escalate to CA/TL in case of any discrepancies and ensure the resolution. Highlight the list of all such discrepancies to CXM on daily basis
- Download My Car My Choice dashboard on daily basis(Responses and Satisfaction)
- Ensure the maximum coverage of My Car My Choice
- Co-ordinate with all stakeholders for the implementation of My Car My Choice
- Send Delivery Time scheduling sms to Customers on D-1 day

Key Responsibilities

3) Delivery Process:

- Arrange for delivery celebrations for each and every vehicle delivery as per the Deliveryceremony SOP
- Check the condition of vehicle prior to delivery and provide feedback to DeliveryExecutive and Sales Operations Manager in case vehicle is not in good condition.Highlight all such discrepancies during daily morning meetings as well
- Co-ordinate with service workshop team to allocate the Service Advisor for the scheduled delivery slot.Ensure the introduction of service advisor to Customer at thetime of delivery(3S: Physical and 1S:Video call)
- Ensure Thank you letter is handed over to all Customers at the time of delivery byGM/SM

Customer Experience Officer (CXO) Level 3
Customer Experience Manager(CXM)
- Do Seal the Deal process as per defined SOP and arrange for the instant resolution, in case of any pendency by highlighting to TL and SM. Escalate to CXM and GM, if required.
- Take Delivery Feedbacks through Delivery-IFIRs and ensure resolution of identifiedconcerns, if any, on immediate basis through CA/TL4) Post Delivery Process
- Send Thank you sms to Customer within 24hrs of delivery
- Track and ensure the completion of all pending items as per Delivery checklist for eachand every Customer before D+7 day calling through concerned CA
- Download CX dashboard (SSI,CPTV and TAT) from Analytics on daily basis and share toCXM
- Track and monitor the Google ratings on weekly basis and share with CXM
- Do Post-delivery follow-up Call for all Customers after 7 days of delivery to capturefeedback as per defined script and update the responses in CRM DMS System
- Register internal complaints in CRM DMS system for dissatisfied Customers or in caseany pendency has been highlighted during D+7 day calling
- Share the feedback with respective CA and TLs /SM as per D+7 day calling
- Extract the SSI Scores with Customer details from Analytics on daily basis. Share the CAwise and TL wise SSI scores with CXM for daily morning meetings. CXO handling theoutlet needs to share and discuss the scores with CAs/TLs
- Share the list of D+14 day Home Visit adherence with CXM.Co-ordinate with CAs andTLs for D+14 day Home Visit on daily basis
- Co-ordinate with Sales Admin for 100% DTC updation in the CRM DMS System
- Co-ordinate for Post sales Customer engagement events(Customer meets, Customerconnect program, birthdays, anniversaries, product launches etc)5) Concerns Resolution
- For each Customer concern, CXO should contact the Customers within 30 mins to understand their concern and ensure the resolution of their concerns within 24hrs through the concerned CA/TL/any other dealer resource, as appropriate. Highlight to CXM in case of any challenges.
- After the complaint resolution by CA/TL, reconfirm with the Customer about his/her satisfaction. Post Customer confirmation, pre-close the complaint in the CRM DMS system with standard resolution templates (Satisfaction Note or Closure Letter/E-mail)
- Register all complaints from Concerns capturing register in CRM DMS System on daily basis and ensure the resolution as per defined SOP
- Extract the list of all open complaints(CA/TLwise) and share it with CXM for morning meeting discussions on daily basis
- Do Root Cause Analysis for each and every complaint along with CA and TL

KPIs
- % Pre Sales Experience Feedbacks for Showroom Walk-ins
- % Customers contacted through D+7 day calling
- Sales Satisfaction Index Scores (SSI Scores)
- % TAT Adherence
- % Complaints close