Customer Relation Executive Female

4 days ago

Chennai, India KUN MOTOR COMPANY PVT.LTD Full time

**Objective**:

- Improve Customer satisfaction by implementing CSI improvement plans as recommended by BMW and also as initiated by the dealership.
- Act as one point contact for all customer complaints related to sales.
- Develop and implement a mechanism to capture customer feedback at various steps which will help to define proper counter measure to improve Customer Satisfaction.
- Responsible to create delight for customers during the delivery process.

**Basics**:

- Any Bachelor degree, FE
- Experience (type of): 2 - 3 year’s experience as CRM executive.

**Specialized Knowledge**:
Communication skills, Customer oriented attitude, team player, sensitive to customer needs, ability to handle customer queries/complaints, analytical skills.

**Roles & Responsibilities**:
**Identifying & Approach to the Key Customers**
- Discuss with marketing and CRM Manager and Sales manager to develop an action plan for CSI improvement at the dealership
- Develop and implement a mechanism to capture customer feedback at various stages in sales process (like test drive feedback, feedback on overall sales experience etc)
- Capture customer feedback post delivery through feedback form and analyze the customer feedback
- Develop counter measure to eliminate negative feedback from customers in future
- Conduct post sales follow-up to capture customer feedback in case if customer has not yet returned the feedback form
- Update customer follow-up’s in e-dealer
- Coordinate with BMW India CRM team and marketing team for CSI surveys, CRM activities etc
- Provide feedback to sales department on customer complaints or any other issues that may affect Customer satisfaction

**Delivery Process**:

- Coordinate with sales consultants and delivery process coordinators to ensure 100% preparations for new vehicle delivery.
- Prepare arrangements for gifts, bouquets, flowers, photograph during delivery process.
- Ensure customer delight during new car delivery process by implementing innovative and exciting ideas during delivery process

**Customer Relations**:

- Develop monthly, quarterly and yearly plan for CRM activities with the support of Marketing and CRM manager
- Conduct CRM activities like direct mailers, customer meets, customers driver’s training etc
- Communication to all the customers through telephone, direct mailer on all CRM activities

**Customer Database management**:

- Check in e-dealer whether all the mandatory fields are recorded.
- Provide feedback to sales executives in case of any missing fields in e-dealer
- With the support of After sales team, old customer database cleaning has to be done, in terms of checking and updating the contact and address of old customers (> 1year)

TO CONTACT:
WAZEER AHAMED I, HR DEPARTMENT.

8870692844.

**Salary**: ₹216,000.00 per year

**Benefits**:

- Cell phone reimbursement
- Commuter assistance
- Flexible schedule
- Food provided
- Health insurance
- Internet reimbursement
- Leave encashment
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund
- Work from home

Schedule:

- Day shift

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Chennai, Tamil Nadu: Reliably commute or planning to relocate before starting work (required)

**Experience**:

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

**Language**:

- English (required)

**Speak with the employer**
+91 8870692844

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