Customer Relationship Executive

4 days ago

Hyderabad, Telangana, India Raam Autobahn Full time ₹ 8,00,000 - ₹ 12,00,000 per year

Role & responsibilities

CSI Improvement (Customer Satisfaction)

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-ups in DMS Coordinate with OEM 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 CR activities:

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

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