Customer Relationship Management Specialist

☞ M&N MOTORS PRIVATE LIMITED

Ver: 104

Dia de atualização: 30-05-2024

Localização: Rajahmundry Andhra Pradesh

Categoria: Outro

Indústria:

Tipo de empregos: Full-time

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Conteúdo do emprego

Customer Relationship Manager Responsibilities:

Build and maintaining profitable relationships with key customers. Oversee the relationship with customers handled by your team. Resolve customer complaints quickly and efficiently. Keep customers updated on the latest products in order to increase sales.

• Will monitor daily review of (D-7) Delivery process by the Sales head with the Safes Consultant.

a. The review will be on vital aspects like vehicle condition and cleanliness, fitment of accessories, Completion of RTO, Insurance documentation, etc.,

b. The review will also be on the softer aspects & Customer insights (customer likings, habits, profile etc.) and his experience with us from walk-in to Booking to present day, which will be the basis to create a DELIGHT / RECOVERY (Planned Capitalization / Neutralization efforts).

• Will monitor OTF Discipline for Customer Contact Details and Tentative delivery Date confirmed on OTF to customer.

• Will do RAW Observation to capture Customer experience of a Walk-in customer, should be about 1 customer in 2 days.

• Will do RAW Observation of a live Delivery Process. Should be about 1 Delivery a day. Will also ensure that the physical hard copy of the Delivery time Tracker is filled in instantly.

e Will monitor the compliance of Processes by the Role Holders and immediately escalate the GAP

/ Deviation to the Sales head. Shall also ensure that the understanding of the Processes are there with the role holders by having the role holder read 1 process circular daily in the morning meetings.

• Will ensure that the Quality of Delivery explanation by the Delivery Executive is as per Delivery Process bulletin (PBN-2010-015).

• Will ensure that the 3rd / 30th Day call CCCF’s are tracked and closed with speed, spirit and quality. Ageing of concerns beyond 6 days should be escalated to the DP.

• Will ensure the Home Installation adherence; monitor the review of status and home installation feedback of customer by the Sales head.

• Will ensure the MNVH feedback form is reviewed by the Sales head with the Delivery Team and Sales Consultant.

• Will personally DO the Contact Calendar Planning for each customer and ensure the contact is made by the respective role holders assigned for.

• Will monitor the review of Cleanliness, Upkeep and Maintenance of Showroom & Parking Premises, Customer Interface areas and Display of POP (all posters & standee) and information boards (Daily Delivery Board, Offer Of month, etc.) by Admin head.

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Data limite: 14-07-2024

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