Customer Care Executive

Kaarquest

Job Description for CRE-SERVICE

Position Description

CRE Service SMR / PSF

Department: Service

THIS POSITION REPORTS TO: CRM Service

Qualification: Graduate.

EXPERIENCE (NO OF YEARS): 1-2years Plus in Automobile Industry

SPECIFIC KNOWLEDGE:

(SKILLS / LANGUAGE ETC.) Knowledge about fault detection in

Automobile industry, Communication skills, Customer service skills, Administrative abilities,

Decision-making ability

Languages Proficient in English, Hindi and the local language

Maintain Customers Data Base

Workshop Customers data to be maintained with correct and latest account details

(Contact no.

contact person name, e-mail ids, bill to account, etc.).Scheduling an Appointment

Accept service booking and register in the appointment sheet.

Accepted appointments to be informed to respective Service Advisors, Service Manager

and Parts department.

Making a prior call for reconfirmation of appointments.

Welcome and greet customers

Customers arrived at reception to be greeted and introduce to respective service advisors

in case all service advisors are busy.

Preparing Analysis

Vehicles which have not visited last two years to be extracted e Dealer and inform to the

Service Manager.

Instant feedback analysis to be done.

Service follow up analysis to be done.

Root cause analysis to be given to Service Manager.

Follow-up Service for Customer

7th day follow up call to be made.

Positive and negative feedback with analysis to be given to Service Manager.

Complaint management

Register customer complaint in e Dealer.

Use the complaint source as walk in, emails, letters referred by MBIPL, SFU etc.

Root cause analysis of customer complaint.

Build and enhance customer relationship

Reminder of Service.

Promotion of companys activities in relation to service, parts and car sales campaign.

Regards

Jyoti Dadge

Experience : 1 - 5 Years

No. of Openings : 10

Education : Any Bachelor Degree

Role : Customer Care Executive

Industry Type : Automobile / Auto Ancillaries

Gender : Female

Job Country : India