Customer Care Executive

Gautam Modi Group; Mumbai; On-site; INR 240,000 - 360,000; Full time

Job summary

Gautam Modi Group is seeking a dedicated Customer Service Executive to enhance client relationships and manage front-end service processes. You will handle courtesy calls on special occasions, inform customers about required documents, and communicate service details, offers, and timelines to ensure a smooth experience.

In this role you will coordinate with drivers for pick-up/drop arrangements, ensure accurate documentation, log communications, and track post-service feedback and complaint

Responsibilities

• Maintain customer relationships through courtesy calls on birthdays, anniversaries and special occasions
• Attend, allocate and track all incoming calls and enquiries through Telephone or online and send an acknowledgement in a standard format for all enquiries
• Inform the customer on the necessary documents to be required at the time of service & the contact details of the Service Advisor. Inform the customer of all the available offers at that particular time
• Remind customer of the appointment one day prior to visit and prepare for customer visit
• Arrange reception dates & inform the customer about the provisional price and time estimates. Reschedule the appointment when necessary
• Liaise with the company driver(s) for pick-up and drop of service customer vehicles. Ensure the 'Pick-up Card' is correctly documented and signed by the customer
• Ensure that the pick-up and drop / courtesy car service is coordinated with service reception. Arrange bookings of replacement and loaner vehicles
• Get all the necessary forms including the Post Service feedback filled by the customer
• Ensure appointment is made in DMS and ELASPRO transaction & DISS report are started & information is updated in SSO as per Service Core Processes
• Ensure that a clear communication (with log) to customer is maintained and updated while the customer's car is at the workshop
• Regular follow up and updation regarding reported vehicles & percentage of vehicle turn up through Appointment
• Prepare the daily and monthly Appointment reports (KPMG) to the management & Audi NSC respectively
• Ensure that the customer and vehicle database is maintained with accuracy
• Track closure of raised customer complaints
• Update the status of complaint initiated in CRM after resolution

Job description

Customer Satisfaction

Maintain customer relationships through courtesy calls to customers on birthdays, anniversary and special occasions

Attend, allocate and track all incoming calls and enquiries through Telephone or online and send an acknowledgement in a standard format for all enquiries

Inform the customer on the necessary documents to be required at the time of service & the contact details of the Service Advisor. Inform the customer of all the available offers at that particular time

Remind customer of the appointment one day prior to visit and prepare for customer visit

Arrange reception dates & inform the customer about the provisional price and time estimates. Reschedule the appointment when necessary

Liaise with the company driver(s) for pick-up and drop of service customer vehicles. Ensure the 'Pick-up Card' is correctly documented and signed by the customer

Ensure that the pick-up and drop / courtesy car service is coordinated with service reception. Arrange bookings of replacement and loaner vehicles

Get all the necessary forms including the Post Service feedback filled by the customer

Process Adherence

Ensure appointment is made in DMS and ELASPRO transaction & DISS report are started & information is updated in SSO as per Service Core Processes

Ensure that a clear communication (with log) to customer is maintained and updated while the customer's car is at the workshop

Data Updation

Regular follow up and updation regarding reported vehicles & percentage of vehicle turn up through Appointment

Prepare the daily and monthly Appointment reports (KPMG) to the management & Audi NSC respectively

Ensure that the customer and vehicle database is maintained with accuracy

Customer Complaints

Track closure of raised customer complaints

Update the status of complaint initiated in CRM after resolution