Client Relationship Executive

Primary Responsibilities

Ø Customer Feedback

o  Collects customer feedback

o  Plans corrective action with CRM

Ø Complaints Management

o  One point of contact for customer complaints by receiving customer complaints

o  In Moment Calling & 3rd day Feedback: Note down the concerns of the dissatisfied customer in detain in complaint tracker (collected through 3rd day feedback / 1-2-3 In Moment Score)

o  Ensure resolution of customer complaints within defined SLA

o  Tracking of all complaints and ensure closure and take feedback after closure till satisfaction

Ø Lost Case Analysis

o  Call lost/drop out customers and understand reason for closure

o  Frame action plan with Service Manager, Workshop Manager and CRM

o  Update Customer email IDs from email bounce report

The service marketing executive will be responsible for business generation for the workshop. He will call the customers for their due service, missed service and lost customers.

Primary Responsibilities

Ø Service Marketing: Business Generation

o  Need to follow company defined standard and procedures while answering calls and delivery messages

o  Follow up customers for service initiation, offer appointments for service

o  Maintain & communicate service appointments for the next day, to relevant role-holders

o  Handle customer queries and escalate concerns to relevant role-holders and ensure that they are closed on time

o  Pitch VAS to customers over the phone

o  Design relevant campaigns with Customer Relationship Manager and Works Manager to increase workshop revenue

Ø Lost Customer Marketing

o  Analyze the lost cases of workshop and prepare action plan with CRM, GM service

o  Update details of lost customers in DMS in case of incorrect contact details

o  Carry out customer acquisition as per plan

Recruitment profile

Ø Educational Qualifications: Diploma / Graduate / extensive technical experience

Ø Industry: Auto [4 wheeler preferred], Hospitality, Finance/ Insurance, Retail

Ø Minimum experience: 1-2 years preferably in Auto/customer relationship roles

Ø Profile: Strong focus on Customer Experience Management

Ø Passions/ Interests: NA

Ø Competencies:

o  Customer Relationship Management

o  Analytical Skills

o  Technical Knowledge - Service

KPIs:

Ø Customer

o  % Feedback collected – 3rd Day Feedback Call

Ø Enabler / Operational

o  % Complaint Registered from low Customer Feedback

o  % SLA Adherence for complaint closure