Customer Relations Executive - After Sales

The Customer Support Executive is responsible for the support provided to potential and actual

customers in the showroom environment. He/she is the direct, initial point of contact for potential

and existing customers. He/she guides the customer to the right person to deal with their

enquiry. The Customer Support Executive supports Sales and Service with the aim of optimizing

the level of support provided and making that support, and the service behind it, demonstrable

to the customer.

A. General duties in the dealership

You are responsible for the presentation of the information.

You act as host to our potential and existing customers, offering them refreshment,

coffee, newspapers, etc.

After having personally welcomed the customer (ideally by name) and discovered the

reason for his visit, pass him on to the appropriate person to deal with his enquiry

(Service Advisor, Sales staff etc).

If the customer has any queries, you are informed of current campaigns being operated

by the dealership and are able to advise the customer accordingly.

You update the (VIP) customer file with the latest data (vehicle model, date of

registration, mileage, registration number, etc.).

You provide support in conducting mail shot campaigns, customer contact events and

new business acquisition campaigns.

B. Service-oriented duties

You are able to provide information on the telephone regarding prices and timings of the

various workshop jobs.

You personally book jobs in and take reservations for : the workshop (standard jobs),

hire cars and the pick-up and drop-off service and pass them on as appropriate.

You receive complaints directed to you as the first point of contact and pass them on to

the responsible staff or to the management as appropriate.

Prior to the collection of a vehicle you check the documentation is complete.

If no Service Advisor is available to handle the vehicle handover, you explain the service

invoice to the customer.

You arrange bookings of replacement, loan vehicles and maintaining courtesy cars.

When replacement vehicles are returned you make a visual check for defects.

C. Service – supporting duties

You notify the responsible member of Service staff when a customer makes a workshop

appointment, so the service person can welcome the customer personally when he/she

arrives.

You are able to answer basic questions relating to Service of Audi vehicles

You answer telephone calls requesting quotations if all Service staff are dealing with

customers.

You record all customer data and pass the address on to the responsible Service staff.

You are responsible of Customer Engagement events.

D. Complaints Management

Manage synthesis of customer complaints from all sources Exit Interview, CEM, SFDC,

Internal PSF Calls. 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.

change.

Please confirm the receipt of this document and authorize the understanding of the `skills

required to execute the Job.

Name: Manager Name: