AUTOMOBILE INDUSTRIES Hiring for Assistant Customer Relationship Manager at Mumbai, Maharashtra

JOB DESCRIPTION – ASSISTANT CUSTOMER RELATIONS MANAGER

OVERALL JOB PURPOSE

Responds promptly and professionally to all visitors and incoming telephone calls to provide an exceptional customer experience. Proactively supports Sales and Service teams to achieve their objectives.

KEY RESPONSIBILITIES

· Develops Customer Relationships

· Demonstrates the Customer First Behaviors in all interactions with customers and colleagues.

· Builds effective relationships with customers, striving to meet and exceed their expectations.

· Communicates clearly, asking questions to find out what assistance and information customers require and records information provided.

· Ensures colleagues in Sales, Service and Parts teams are provided with accurate customer details.

· Ensures all customer queries are dealt with in a professional and friendly manner.

· Ensures all telephone calls are dealt with according to Dealership standards and guidelines.

· Handles dissatisfied customers courteously, involving the relevant colleague or manager to achieve a resolution.

· Encourages visitors to browse the showroom and use the facilities available while they wait.

· Introduces colleagues to meet the customer’s needs

· Introduces relevant members of the team to the customer, ensuring that the colleague concerned is aware of the customer’s requirements.

· Maintains contact with the customer throughout their visit to ensure satisfaction and acknowledges them when they leave

· Monitors visitors outside the showroom (e.g. on the forecourt) and makes the relevant colleague aware so they can greet the customer

· Maintains the Workshop environment

· Ensures the reception area is staffed and kept clean and tidy at all times in order to uphold and Dealership standards

· Maintains the dealership environment including customer waiting area (e.g. lighting, heating, music, TV screen and general tidiness and cleanliness) in accordance with dealer guidelines.

· Works with the management team to support promotions or events with changes to the dealership environment (e.g. changes to support themed promotions)

Works as a full member of the Dealership team

· Works with colleagues across the Dealership to achieve team objectives.

· Works with colleagues across the Dealership to investigate and resolve customer complaint

· Understands and follows operational guidelines.

· Ensures opportunities for sales are followed up by the appropriate colleague.

· Contributes to local marketing activity defined by Sales and Service teams

· Maintains a professional manner and high standards of personal presentation at all times

· Uses feedback to improve own skills and performance.

· Adheres to legal, environmental and health and safety requirements, ensuring the safety and security of people, vehicles and property at all times, reporting any known faults or hazards.

· To ensure Arrangement of Appointment, Preparation of Appointment, Vehicle Reception & Customer follow-up stages are followed as per standard guidelines of Service Core Process. Monitor regular call recordings, training on telephone scripts and etiquettes.

· To ensure daily PSF calls, above +80 NPS score.

· To ensure sale of EW, Accessories & Service Plan.

· To ensure / Monitor CRC/ complaints and TAT of 2 days for closure of complaints.

· Daily / weekly reports to Service Manager & GM.

· To promote sale of Accessory and support achievement of Labour & Spare parts targets. Service Advisor performance should be reviewed on a daily basis.

· To update VFS sheet and submit to Customer Care Team on daily basis.

· To constantly monitor the vehicles in workshop, delivery of ready vehicles, faster job approvals, same day parts order, tracking of parts ordered for delivered vehicles, recalls, service action, liquidating dead stock & slow moving spares. Review the same with Service Advisor at frequent intervals.

· To ensure Customer Database Management mainly contact numbers, email address, personal details are captured for all Customers required for CLP program.

· To monitor & ensure Service Advisors & CRE are performing their role as per SCP guidelines.

· To ensure Parking area & Service Reception and amenities used by Customers Workshop are maintained as per Standards.

· To Coordination for all activities of Road Side Assistance.

· To send KPI reports to Service Manager at regular intervals.

· To ensure outstanding payment list is kept to a minimum.

· Daily meeting all the customers visiting workshop.

· Home Visit to be organized for all customers & if required prompt home visit in person.

· All DSE, DSAT, Mystery Shopping Audits scores to be maintained, above industry , regular interval audits and closure points to be updated within.

Job Type: Full-time

Salary: ₹30,000.00 – ₹40,000.00 per week

Benefits:

• Health insurance

Schedule:

• Day shift

Supplemental pay types:

• Performance bonus

Ability to commute/relocate:

• Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Automobile indusry: 4 years (Required)
• total work: 4 years (Required)

Speak with the employer
+91 7718940331