Customer Care Incharge Graduate Experience Jobs in Guwahati

A leading automobile company based in Assam looking out for CUSTOMER CARE MANAGER with excellent skills into Managerial level.-Supervise customer service team-Improve policies and processes-Develop goals and report progress

1. Customer Interaction: Handle customer inquiries, complaints, and feedback to ensure high levels of customer satisfaction.2. Service Coordination: Coordinate with service departments to schedule and confirm appointments, and follow up on service completion.3. Complaint Resolution: Assist in resolving customer complaints and coordinate factory assistance when necessary.4. Customer Education: Inform customers about warranty details, maintenance schedules, and proper use of vehicle features, especially safety-related ones.5. Post-Sale Follow-Up: Ensure post-sale customer contacts are made within a specified timeframe and maintain updated customer files.6. Customer Satisfaction Monitoring: Prepare monthly reports on customer satisfaction and discuss findings with management to identify areas for improvement.7. Service Department Liaison: Work closely with sales and service departments to ensure seamless customer experiences.8. Training and Development: Provide training and support to dealership staff to enhance customer service skills.9. Documentation: Maintain records of customer interactions, complaints, and resolutions.10. Marketing and Communication: Write articles for customer newsletters and attend sales, service, and management meetings.

KEY RESPONSIBILITIES:1. Customer Relationship Management: Building and maintaining positive relationships with customers. Addressing and resolving customer complaints or concerns promptly. Ensuring a seamless customer experience at every touchpoint.2. Service Quality Oversight: Ensuring services provided meet quality standards and customer expectations. Coordinating with service teams to improve turnaround time and quality. Monitoring customer feedback to identify areas for improvement.3. Team Management: Training, supervising, and motivating the customer care team. Assigning responsibilities and ensuring team productivity.Conducting regular performance evaluations and providing constructive feedback.4. Process Improvement: Developing and implementing customer service policies and procedures. Streamlining processes to enhance efficiency and reduce waiting times. Leveraging customer feedback to improve service delivery.5. Communication and Reporting: Acting as the primary point of contact between customers and the organization. Preparing reports on customer satisfaction, complaints, and operational performance. Presenting recommendations for improvements to management.6. Sales and Retention: Upselling maintenance plans or additional services. Developing strategies to retain customers and increase loyalty.Promoting promotional campaigns and offers effectively.7. Handling Escalations: Managing complex customer issues that require managerial intervention. Ensuring escalated issues are resolved to the customers satisfaction.8. Compliance and Ethics: Ensuring all customer interactions adhere to company policies and ethical standards. Keeping up with industry regulations and compliance requirements.

- Develop and maintain strong relationships with customers, ensuring high levels of customer satisfaction and loyalty.- Serve as the primary point of contact for customers, addressing queries, concerns, and providing timely resolutions.- Manage and update the customer database in the CRM system, ensuring all customer information is accurate, current, and complete.- Collaborate with the sales team to identify sales opportunities and generate leads within existing customer accounts.- Provide support for sales activities by tracking customer communication, assisting with proposals, and ensuring timely follow-up on leads and quotations.- Collect feedback from customers regarding products and services to ensure their satisfaction and identify areas for improvement.- Analyze customer behavior and purchasing patterns to identify opportunities for cross-selling, up-selling, or new product development.- Stay updated on the companys range of construction chemicals products, industry trends, and technical aspects to provide informed support to customers.- Address customer complaints or issues regarding product quality, delivery, or services, ensuring timely and effective resolution.- Implement strategies to improve customer retention, such as loyalty programs, exclusive offers, or regular communication to keep customers engaged.- Prepare regular reports for management on customer engagement, sales trends, customer satisfaction, and CRM system performance.- Work closely with marketing teams to coordinate promotional campaigns, product launches, and customer engagement activities.- Train sales and customer support teams on CRM tools, best practices, and customer service standards.- Regularly update and maintain the CRM system to ensure its effectiveness in tracking and managing customer data.

- Expertise in managing and maintaining customer databases, using CRM software to track interactions, sales, and client preferences.- Ability to develop and implement strategies for maintaining long-term relationships with clients, ensuring customer satisfaction and loyalty.- Excellent verbal and written communication skills to engage with clients, provide support, and address their concerns effectively.- Ability to address client issues, resolve complaints, and provide solutions in a timely and professional manner.- In-depth understanding of construction chemicals, including their applications, benefits, and technical specifications, to effectively advise and support clients.- Provide outstanding after-sales service and ensure that customers are satisfied with the companys products and services.- Collaborate with the sales team to identify opportunities for upselling and cross-selling products to existing customers based on their needs.- Ability to negotiate terms, pricing, and contracts with customers while maintaining a positive relationship.- Oversee client-specific projects, ensuring smooth delivery of products and services, and coordinating with internal teams to meet client requirements.- Handle customer complaints and conflicts with tact and diplomacy, ensuring the issue is resolved to the clients satisfaction while protecting the companys interests.- Understand customer needs and market trends to provide valuable insights for improving products, services, and sales strategies.- Work closely with sales, technical, and operations teams to address customer requirements and deliver tailored solutions.- Collect and analyze customer feedback to improve products and services and ensure continuous improvement in customer satisfaction.- Effectively manage multiple client accounts, prioritizing tasks and ensuring that all customer needs are met promptly.

- Develop and maintain strong, long-term relationships with key customers to foster loyalty and repeat business.- Act as the primary point of contact for customer inquiries, concerns, and escalations.- Monitor customer satisfaction and feedback to identify areas for improvement in product quality and service delivery.- Collaborate with the sales team to support existing accounts, ensuring timely delivery of products and services.- Collect and analyze customer feedback to provide insights into market trends, product performance, and customer preferences.- Address customer complaints or product issues efficiently and professionally, ensuring timely resolution.- Ensure accurate order processing and timely delivery of plastic products according to customer specifications and requirements.- Organize and attend customer meetings, site visits, and events to build relationships and network with key stakeholders.- Work closely with the production, logistics, and quality control teams to ensure customer requirements are met without compromising on quality or delivery timelines.- Prepare and present regular reports on customer activity, sales performance, and customer feedback to senior management.- Identify potential new business opportunities within existing customer accounts or through new customers.