To receive the customer with a greeting and guide them to concerned authority as per their requirement.
To manage issues by addressing it to concerned department/Personnel and share with manager.
To maintain customer relation by solving customers inquiries as soon as possible.
Controlling Vehicle Flow
To filter and prepare service due customer list for the current month.
To Remind/inform the customer regarding their vehicle service through SMS and reminder Call.
To take booking or tentative date/week for their arrival for vehicle service.
To share reports of service reminder and booking details on daily basis with service advisor.
Customer Feedback
To collect vehicle information of workshop.
3 Days Follow Up- To call the customers regarding their recent visit to our workshop and vehicle status after three days.
15 Days Follow Up- To call the customers regarding their recent visit to our workshop and vehicle status after three days.
To collect feedback on instant feedback form from customer on same day of service.
If any complaint registered during feedback call, should be report to service advisor and asst. manager or can make booking for repeat job in ERP & DMS.
Courtesy Call
To call the customer after 7 days of sales.
7 days Follow Up- To collect information from customers about their driving experience, comfort features and technologies as well as the product.
Handling-inbound customer and social media enquiries
Responding enquiries from customers about the vehicle’s price and forward them to the appropriate department.
Vehicle Bookings
To receive customer vehicle bookings by managing proper coordination with service advisors.
Inform the service advisor about next day bookings.
If any issue discuss with service team.
To arrange pick and drop for customer’s vehicle.
Reporting
To Prepare and send reminder call report to supervisor
To Prepare and send 3 days feedback call report to supervisor
To prepare and send 15 days feedback call report to supervisor
To prepare and send reminder call report to supervisor
To prepare booking list and send to supervisor and service advisors
To collect service history data from dealer, compile in required format and forward to supervisor.
To prepare monthly presentation slides and send to sales CRM
Job Specification
Bachelor’s degree completed or running
At least 1 year experience in CRM in the automobile industry.
