Customer Care Executive Sales

2 weeks ago

Pune, Maharashtra, India B. U. Bhandari Mercedes-Benz Full time ₹ 8,00,000 - ₹ 12,00,000 per year

Profile :CSI Improvement : 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 MB India CS 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 satisfaction2 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 processEnsure customer delight during new car delivery process by implementing innovative and exciting ideas during delivery process3 CR activities:Develop monthly, quarterly and yearly plan for CRM activities with the support of Marketing and CRM managerConduct CRM activities like direct mailers, customer meets, customers driver's training etcCommunication to all the customers through telephone, direct mailer on all CRM activities4 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-dealerWith the support of telemarketing team & 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)RequirementsQualificationBasics: Any Bachelor degreeExperience (type of): 1-2 years experience as CRM executive or front office executiveSpecialized Knowledge: Communication skills, Customer oriented attitude, team player, sensitive to customer needs, ability to handle customer queries/complaints, analytical skillsBenefitsStatutory BenefitsAccidental policyIncentive

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