Job Profile - CUSTOMER RELATIONSHIP - AUTOMOTIVE SERVICE Representing the company and developing permanent business relations and networks Dealing with the market in the assigned sales and service area whilst maintaining the strategic guidelines issued by the sales and service organization Managing employees and controlling business processes in own area of responsibility Ensuring that service quality customer satisfaction and a high level of experience are maintained to develop a customer-oriented profitable and high turnover business in new and used vehicles accessories services and further products and services Qualification Basics BA BE MBA or any equivalent degree Experience type of 5 - 7 year experience in Automobile and or Hospitality Specialized Skills High positive attitude Excellent communication skills Team work approach Sensitive towards processes and their refinements Creative High customer centric approach Ability to inspire people talent to train and coach people Tasks Revenue generation Ensure all inbound calls are attended - 100 pick up in less than 30 seconds Ensure all outbound calls functions are completed within stipulated time Service appointments target 100 calling Database cleaning to support retention achievement campaign and service measure completion - Target 90 data with 100 quality Service measure letters are sent to Customers and DMS is updated - Target - 100 Ensure 100 achievement of appointment targets Sales of Service Products Support towards sale of Service Products Promotion of campaign and retention measures Calling for Insurance renewals Service Products etc Customer handling 100 responsible for resolving Customer cases internal and escalated within the stipulated time explanation letters mails meetings etc Understand cause of Customer complaints and clarifications sought by Customer precisely Acquire technical know how required for responding to Customers from workshop technicians CoTek s Personally provide technical clarification to Customers verbally and in writing Technical clarification is no longer responsibility of Technical team Service HOD CXM etc Courtesy car management Availability deployment reporting CRM 50 50 goodwill Formation usage and monitoring of kitty SFU Ensure 100 achievement internal complaint generation as required gap analysis counter measure actions CSI - Customer First initiatives in coordination with CX team Responsible for analyzing the CX scores on monthly basis Identify low score areas and initiate improvements in conjunction with Head After-Sales Coordinate with Pune AO team for countermeasure actions with clear responsibilities and deadline Team handling Support SA RM s and CRE s and work out plan for their development Determine number of SA RM s and CRE s required in workshop thruput from time to time Inculcate a spirit of Customer centricity within the organization Job Types Full-time Permanent Pay 24 000 00 - 30 000 00 per month Benefits Cell phone reimbursement Paid sick time Provident Fund Work Location In person