Responsibility

• Greeting Customer & handling customer inquiry
• Telephonic etiquette
• 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.