Customer Service Representative

16 hours ago

Pune, Maharashtra, India Sahyadri Motors Pvt. Ltd (Swargate) Full time

Job Profile – CUSTOMER RELATIONSHIP - AUTOMOTIVE SERVICE

Representing the company and developing permanent business relations and networks. Dealing with the market in the assigned sales and service area whilst maintaining the strategic guidelines issued by the sales and service organization.

Managing employees and controlling business processes in own area of responsibility. Ensuring that service, quality, customer satisfaction and a high level of experience are maintained to develop a customer-oriented, profitable and high turnover business in new and used vehicles, accessories, services and further products and services.

Qualification Basics : BA/BE/MBA or any equivalent degree

Experience (type of): 5 - 7 year experience in Automobile and /or Hospitality

Specialized Skills:

High positive attitude, Excellent communication skills, Team work approach, Sensitive towards processes and their refinements, Innovative, High customer centric approach, Ability to inspire people, talent to train and coach people

Tasks Revenue generation

  • Ensure all inbound calls are attended - 100% pick up in less than 30 seconds
  • Ensure all outbound calls / functions are completed within stipulated time Service appointments target 100% calling
  • Database cleaning to support retention achievement, campaign and service measure completion - Target 90% data with 100% quality
  • Service measure letters are sent to Customers and DMS is updated - Target – 100%
  • Ensure 100% achievement of appointment targets
  • Sales of Service Products: Support towards sale of Service Products
  • Promotion of campaign and retention measures: Calling for Insurance renewals, Service Products etc.

Customer handling

  • 100% responsible for resolving Customer cases (internal and escalated) within the stipulated time (explanation, letters/mails, meetings etc.)
  • Understand cause of Customer complaints and clarifications sought by Customer, precisely.
  • Acquire technical know how required for responding to Customers, from workshop technicians/CoTek's.
  • Personally, provide technical clarification to Customers, verbally and in writing. (Technical clarification is no longer responsibility of Technical team, Service HOD, CXM etc.)
  • Courtesy car management: Availability , deployment, reporting CRM 50/50 goodwill: Formation, usage and monitoring of kitty SFU: Ensure 100% achievement, internal complaint generation (as required), gap analysis, counter measure actions

CSI: -

  • Customer First initiatives in coordination with CX team
  • Responsible for analyzing the CX scores on monthly basis.
  • Identify low score areas and initiate improvements in conjunction with Head After-Sales
  • Coordinate with Pune AO team for countermeasure actions with clear responsibilities and deadline

Team handling:

  • Support SA/RM's and CRE's and work out plan for their development
  • Determine number of SA/RM's and CRE's required in workshop thruput from time to time.
  • Inculcate a spirit of Customer centricity within the organization.

Job Types: Full-time, Permanent

Pay: ₹24, ₹30,000.00 per month

Benefits:

  • Cell phone reimbursement
  • Paid sick time
  • Provident Fund

Work Location: In person

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