Customer Relations Executive - After Sales

Gautam Modi Group; Mumbai; On-site; INR 167,000 - 234,000; Full time

Job summary

Gautam Modi Group in Mumbai is seeking a Customer Support Executive to be the first point of contact for potential and existing customers in our showroom. You will welcome customers, guide them to the right team member (Service Advisor, Sales staff, etc.), and support campaigns while updating VIP customer files.

You will provide information on workshop services, book jobs, and pass on inquiries, complaints, and quotations to the relevant staff.

Job description

The Customer Support Executive is responsible for the support provided to potential and actual

customers in the showroom environment. He/she is the direct, initial point of contact for potential

and existing customers. He/she guides the customer to the right person to deal with their

enquiry. The Customer Support Executive supports Sales and Service with the aim of optimizing

the level of support provided and making that support, and the service behind it, demonstrable

to the customer.

A. General duties in the dealership

• You are responsible for the presentation of the information.
• You act as host to our potential and existing customers, offering them refreshment, coffee, newspapers, etc.
• After having personally welcomed the customer (ideally by name) and discovered the reason for his visit, pass him on to the appropriate person to deal with his enquiry (Service Advisor, Sales staff etc).
• If the customer has any queries, you are informed of current campaigns being operated by the dealership and are able to advise the customer accordingly.
• You update the (VIP) customer file with the latest data (vehicle model, date of registration, mileage, registration number, etc.).
• You provide support in conducting mail shot campaigns, customer contact events and new business acquisition campaigns.

B. Service-oriented duties

• You are able to provide information on the telephone regarding prices and timings of the various workshop jobs.
• You personally book jobs in and take reservations for : the workshop (standard jobs), hire cars and the pick-up and drop-off service and pass them on as appropriate.
• You receive complaints directed to you as the first point of contact and pass them on to the responsible staff or to the management as appropriate.
• Prior to the collection of a vehicle you check the documentation is complete.
• If no Service Advisor is available to handle the vehicle handover, you explain the service invoice to the customer.
• You arrange bookings of replacement, loan vehicles and maintaining courtesy cars.
• When replacement vehicles are returned you make a visual check for defects.

C. Service – supporting duties

• You notify the responsible member of Service staff when a customer makes a workshop appointment, so the service person can welcome the customer personally when he/she arrives.
• You are able to answer basic questions relating to Service of Audi vehicles.
• You answer telephone calls requesting quotations if all Service staff are dealing with customers.
• You record all customer data and pass the address on to the responsible Service staff.
• You are responsible of Customer Engagement events.

D. Complaints Management

• Manage synthesis of customer complaints from all sources Exit Interview, CEM, SFDC, Internal PSF Calls. and ensure appropriate communication to relevant stakeholders and create action plans for complaint closure.
• Track the progress and resolution of customer complaints with relevant stakeholders and esacale to dealership senior management if required.
• Ensure that all customer complaints. their status and resolution dates are recorded in the Complaint management tool.
• Analyze customer complaints and generate insights to share with senior management and collaborate with service teams to define initiatives to address key challenge areas.
• Please confirm the receipt of this document and authorize the understanding of the `skills required to execute the Job.

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