Customer Relations Executive

Gautam Modi Group; Mumbai; On-site; INR 300,000 - 550,000; Full time

Job summary

Gautam Modi Group in Mumbai is seeking a proactive Customer Relations professional for an Audi dealership to manage CRM, communications, and events, ensuring a warm customer welcome and timely updates on prices, offers, and new Audi offerings.

You will coordinate test drive follow-ups, deliveries, post-sale feedback, and escalations, while capturing complaints and ensuring resolutions with the sales team.

Qualifications

• CRM and customer relation management experience.
• Experience coordinating dealership events and promotions.
• Ability to analyze customer feedback and drive improvements.

Responsibilities

• Manage customer relation databases and CRM updates.
• Execute customer contact initiatives: greetings on occasions and event invitations.
• Coordinate dealership events and handover ceremonies with stakeholders.
• Communicate Audi prices, accessories and new offers to customers.
• Track and allocate enquiries from telephony and web sources.
• Respond to email enquiries using standard templates.
• Capture and resolve customer complaints and escalations.
• Gather feedback post-delivery and post-sale PSF metrics.

Job description

Primary Responsibilities:

• Customer Relation Management


• Update and maintain the customer database with all required information


• Execute sustained customer contact initiatives, through greetings on special occasions, invitations to dealership events, and through communication on new Audi offerings


• Manage invitation to customers (and prospective customers) for events organized by the dealership as part of marketing and promotional activities


• Regularly communicate with and update current and prospective customers on Audi prices, accessories and other new offers

Sale & Delivery Process

• Ensure appropriate welcome of the customers at the dealership and contribute to the overall customer experience


• Seek and analyze feedback from prospective customers on test drive and overall dealership experience


• Send congratulatory emails to customers as per Audi guidelines on vehicle booking confirmation


• Communicate the new vehicle delivery date and time to the customer as per standard Audi India format


• Coordinate with relevant stakeholders to ensure timely delivery of the vehicle and organize a delightful vehicle handover ceremony for the customer


• Post sale, seek and analyze customer satisfaction feedback (PSF) on the overall Audi sales experience.


• Capture and highlight customer complaints or any open issues and ensure appropriate resolution and escalation on the same

Enquiry Management

• Track and allocate incoming enquiries from tele-in, web and other applicable sources


• Respond and acknowledge all received email enquiries from customers as per Audi standard defined template


• Maintain, consolidate and allocate all tele and web inquiries to the appropriate sales team

Measures (Reports):

• Customer Complaints/Escalations - RSS


• Follow-up Contact After delivery score - CSS


• Sales Process Audit questions pertaining to CR department


• No. of Post Sales Feedback call (PSF) of the total no. of deliveries


• Customer complaints open as a % of total customer complaints


• Complaint Closing day