Job description
The Customer Care Executive acts as a connecting link between the customer and the dealership. He / she contributes to increase customer satisfaction as the first point of contact with the customers.
Customer Satisfaction
Maintain customer relationships through courtesy calls to customers on birthdays, anniversary and special occasions
Attend, allocate and track all incoming calls and enquiries through Telephone or online and send an acknowledgement in a standard format for all enquiries
Inform the customer on the necessary documents to be required at the time of service & the contact details of the Service Advisor. Inform the customer of all the available offers at that particular time
Remind customer of the appointment one day prior to visit and prepare for customer visit
Arrange reception dates & inform the customer about the provisional price and time estimates. Reschedule the appointment when necessary
Liaise with the company driver(s) for pick-up and drop of service customer vehicles. Ensure the ‘Pick-up Card’ is correctly documented and signed by the customer
Ensure that the pick-up and drop / courtesy car service is co-ordinated with service reception. Arrange bookings of replacement and loaner vehicles
Get all the necessary forms including the Post Service feedback filled by the customer
Process Adherence
Ensure appointment is made in DMS and ELASPRO transaction & DISS report are started & information is updated in SSO as per Service Core Processes
Ensure that a clear communication (with log) to customer is maintained and updated while the customer’s car is at the workshop
Data Updation
Regular follow up and updation regarding reported vehicles & percentage of vehicle turn up through Appointment
Prepare the daily and monthly Appointment reports (KPMG) to the management & Audi NSC respectively
Ensure that the customer and vehicle database is maintained with accuracy
Customer Complaints
Track closure of raised customer complaints
Update the status of complaint initiated in CRM after resolution