Job description
Primary
Responsibilities:
Customer Relation Management
Update and maintain the customer database with all required information
Execute sustained customer contact initiatives, through greetings on special occasions, invitations to dealership events, and through communication on new Audi offerings
Manage invitation to customers (and prospective customers) for events organized by the dealership as part of marketing and promotional activities
Regularly communicate with and update current and prospective customers on Audi prices, accessories and other new offers
Sale & Delivery Process
Ensure appropriate welcome of the customers at the dealership and contribute to the overall customer experience
Seek and analyze feedback from prospective customers on test drive and overall dealership experience
Send congratulatory emails to customers as per Audi guidelines on vehicle booking confirmation
Communicate the new vehicle delivery date and time to the customer as per standard Audi India format
Coordinate with relevant stakeholders to ensure timely delivery of the vehicle and organize a delightful vehicle handover ceremony for the customer
Post sale, seek and analyze customer satisfaction feedback (PSF) on the overall Audi sales experience.
Capture and highlight customer complaints or any open issues and ensure appropriate resolution and escalation on the same
Enquiry Management
Track and allocate incoming enquiries from tele-in, web and other applicable sources
Respond and acknowledge all received email enquiries from customers as per Audi standard defined template
Maintain, consolidate and allocate all tele and web inquiries to the appropriate sales team
Measures (Reports):
Customer Complaints/Escalations - RSS
Follow-up Contact After delivery score - CSS
Sales Process Audit questions pertaining to CR department
No. of Post Sales Feedback call (PSF) of the total no. of deliveries
Customer complaints open as a % of total customer complaints
Complaint Closing day