Customer Relationship Executive

MANGALAM HYUNDAI

1. Primary Responsibilities:

a) Customer Relationship Management

1. Conduct annual planning and budgeting for the customer relations department.

2. Define customer relationship programs and key initiatives for Sales and Service divisions in association with the dealership senior management to achieve customer satisfaction index at the dealership

3. Track and monitor customer relations initiatives and provide guidance and course corrections to ensure high effectiveness of the CR programs and initiatives

4. As a key owner for all the customer relation processes, ensure seamless integration of customer interactions and information flow across all customer touch points

5. Conduct internal meetings with the customer relations team and senior Sales, and Marketing team to create action plans, allocate responsibilities and set internal deadlines for driving key CR initiatives

6. Analyze customer satisfaction levels and define customer specific plans to ensure delight for all current and prospective customers

7. Provide quality feedback and update to the dealership management and the sales team on the overall quality of customer interactions and highlight issues if any

8. Maintain and monitor Sales divisions customer relations department KPIs (including SSI & JDP) for business analysis

9. Monitor and own all customer satisfaction process in sales and service, and ensure high performance for the dealership on all customer satisfaction scores

10. Conduct regular reviews of SSI with the Sales and and highlight areas of concern and define an overall action plan

11. Monitor the implementation and effectiveness of planned customer specific initiatives

12. Independently engage with customers to take feedback and drive process improvement especially those with low SSI scores

13. Consolidate best practices across the industries around customer delight and drive new and innovative initiatives

b) Complaint management

a. Resolving Customer complaints timely and effectivel

Experience : 1 - 5 Years

No. of Openings : 2

Education : Any Bachelor Degree

Role : Customer Relationship Executive

Industry Type : Automobile / Auto Ancillaries

Gender : [ Male / Female ]

Job Country : India