Job description
Customer Relation Management
Design customer relationship programs / frameworks in association with senior management to achieve high degree of customer satisfaction at the dealership
Conduct annual, quarterly and monthly analysis of department performance (target vs. achievement)
Maintain and monitor Customer Care department KPIs for business analysis and forecasting
Facilitate reviews and inputs for business planning to improve processes with CSS, Mystery shopping and Audit score
Ensure sustained customer contact initiatives from the Customer Care team, especially on special occasions, Service intervals, dealership service marketing events and new Audi offering communications
Provide quality feedback and update to the dealership management and the service team on the overall quality of customer interactions and highlight issues if any
Complaints Management
Manage synthesis of customer complaints from all sources (Skelta, PSF and all other sources) and ensure appropriate communication to relevant stakeholders and create action plans for complaint closure
Track the progress and resolution of customer complaints with relevant stakeholders and escalate to dealership senior management if required
Ensure that all customer complaints. their status and resolution dates are recorded in the Complaint management tool
Analyze customer complaints and generate insights to share with senior management and collaborate with service teams to define initiatives to address key challenge areas
Service Process
Assist in preparation and execution of courtesy car / loaner vehicle roaster and availability. Ensure its readiness and cleanliness
Ensure implementation of the PSF process as per Audi guidelines and drive high quality capture and understanding of customer issues for resolution
Ensure that the TAT for PSF process are religiously followed and calls are recorded for future reference
Analyze PSF MIS Report with aftersales internal team. Assign responsibilities and deadlines to relevant service team stakeholders
Enquiry Management
Track and allocate all incoming service enquiries to relevant owners
Respond and acknowledge all received email enquiries as per Audi standard defined template
Maintain, consolidate and allocate all web inquiries to service team as needed
Measure (Reports)
Maintaining Audi Standards = 100%
Customer Service Satisfaction results >=8.8%
NSC Workshop (LIS) Test (Mystery shop with service dept.) >=90%
Customer complaints Reports (Online Application from Audi India)
Exit Interview <= 90%
Telephone Report Results <=90%
Monthly Service report to Audi NSC =100%
Daily and monthly reports to Management =100%
Additional
Responsibilities
As and when assigned by the management,
Overall responsible for front office operation, customer handling and all communications with customers,
Responsible for updated customer authentic data.
Effective daily PSF calling.
Keep a close track on debtors and Follow-ups.
Maintain and daily updates to the G.M.-After sales for the vehicles delivered with incomplete repair and after arrival of required parts, call the vehicles to workshop in coordination with Service Advisors.
Responsible for Service tele-marketing; PSF.
Responsible for maintaining Front office decorum; ensure customer’s hospitality.
Provide Training to CREs regarding DMS, Skelta, Audi CCMS & CSS