Customer Care Executive

• 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 the sales process (like test drive feedback, feedback on overall sales experience etc)
  
• Capture customer feedback post delivery through feedback form and analyse 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-upin 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 satisfaction

2. Delivery process:

• Coordinate with sales consultants and delivery process coordinators to ensure 100% preparations for new vehicle delivery.
  
• Prepare arrangements for gifts, bouquets, flowers, photographs during delivery process
  
• Ensure customer delight during new car delivery process by implementing innovative and excitingideas during delivery process

3 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 drivertraining etc.
  
• Communication to all the customers through telephone, direct mailer on all CRM activities

4 Customer Database management: