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7 B. U. Bhandari Motors Pvt Ltd. Mercedes Benz Pune Jobs
Customer Experience Executive
B. U. Bhandari Motors Pvt Ltd. Mercedes Benz Pune
posted 3mon ago
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Job Description
Job_Description":"
Job Summary:
You are responsible for bringing and retaining the After-Sales business with dealership. You are responsible for
establishing and maintaining a personal contact with the customer over the lifecycle of his vehicle and keep the customer
loyal to the brand. You provide the customer with primary information and solutions on products and services to meet his
needs and desires. Being the first point of contact for the customer, you have to represent the Mercedes Benz brand
effectively and positively. Your key responsibilities are:
All Workshop Customers data to be maintained with correct and latest account details (Contact no. contact person
name, e-mail ids, bill to account, etc).
Accepted appointments to be informed to respective service advisors, Service Manager and Parts department.
Making a prior call for reconfirmation of appointments.
Customers arrived at reception to be greeted and introduce to respective service advisors in case all service advisors
are busy.
Vehicles which have not visited from last two years to be extracted from eDealer and inform to the Service Manager.
Instant feedback analysis to be done.
Service follow-up analysis to be done.
Service Products follow-up analysis to be done.
Root cause analysis of feedbacks to be given to Service Manager.
7th day follow up call to be made.
Positive and negative feedback with analysis to be given to Service Manager.
Register customer complaint in eDealer.
Use the complaint source as walk in, emails, letters referred by MB India, SFU etc
Root cause analysis of customer complaint.
Reminder of first free inspection and Maintenance Services based on the data available in eDealer PRM module.
Promotion of companyactivities in relation to service, parts and car sales campaign.
Requirements
Requirements
Communication Skills:
You have excellent communication skills with a professional English accent.
You are aware of basic calling etiquettes and have right attitude to provide required information/help to customers
You listen carefully, and can identify the underline meaning and real demands.
You talk clearly in the language that the customer will understand and avoids using jargons.
Interpersonal Social competence
You are able to relate to the customerneeds and options.
You are able to handle objections and overcome rejections. You can balance personal involvement and
professional distance.
You have high self-esteem, and you are controlled and focused even in stressful situations. And you can handle
conflicts and resolve them amicably.
you'remain calm and factual and are guided by a win-win solution.
You See feedback as an opportunity to improve and opens channels for feedback. You also provide feedback which is
objective and constructive in nature.
You build a relationship with the customer that is based on honesty, mutual respect, confidence and mutual trust.
You are a good team player and always support and motivate your colleagues.
Method process competence:
You understand the customer life cycle management and related functionalities in DMS.