Customer Care Executive

3 CR activities:. CSI Improvement. 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-ups in 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. 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 exciting ideas during delivery process. 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 drivers training etc

Communication to all the customers through telephone, direct mailer on all CRM activities. 4 Customer Database management:. Check in e-dealer whether all the mandatory fields are recorded

Provide feedback to sales executives in case of any missing fields in e-dealer. With the support of telemarketing team & After sales team, old customer database cleaning has to be done, in terms of checking and updating the contact and address of old customers. Requirements Basics: Any Bachelor degree. Experience (type of): 1-2 years experience as CRM executive or front office executive. Benefits1. Statutory. Company asset. Incentive. Accidental Policy.