Customer Relationship Manager(CRM)
Akshaya Motors Mercedes-Benz
Location
Bangalore | India
Job description
Revenue generation
Customer handling
Ensure all inbound calls are attended
- 100% pick up in less than 30 seconds
100% responsible for resolving Customer cases (internal and escalated) within the stipulated time (explanation, letters/mails, meetings etc.)
Ensure all outbound calls / functions are completed within stipulated time
Service appointments target 100% calling
Understand cause of Customer complaints and clarifications sought by Customer, precisely
Database cleaning to support retention achievement, campaign and service measure completion
- Target 90% data with 100% quality
Acquire technical knowhow required for responding to Customers, from workshop technicians/MBIL TEs.
Service measure letters are sent to Customers and eDealer is updated
Personally, provide technical clarification to Customers, verbally and in writing. (Technical clarification is no longer responsibility of Technical team, Service HOD, MBIL etc.)
Ensure 100% achievement of appointment targets
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
Sales of Service Products: Support towards sale of Service Products
Promotion Of Campaign And Retention Measures Calling for Insurance renewals, Service Products etc.
Csi - #CustomerFirst initiatives in coordination with MBIL CSI team
- Responsible for analyzing the CSI scores on monthly basis.
- Identify low score areas and initiate improvements in conjunction with Head After-Sales
- Coordinate with MBIL CSI team for countermeasure actions with clear responsibilities and deadlines
Team Handling - Support PRMs and PREs and work out plan for their development
- Determine number of PRMs and PREs required per location based on workshop thruput from time to time
- Inculcate a spirit of Customer centricity within the organization
Job tags
Salary
