Job description
Primary
Responsibilities:
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 relations 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 Relations team, especially on special occasions, dealership events and new Audi offering communications
Provide quality feedback and update to the dealership management and the sales team on the overall quality of customer interactions and highlight issues if any
Sale & Delivery Process
Analyze feedback from prospective customers on test drive experience and the overall dealership experience
Ensure timely delivery of the vehicle and a delightful vehicle handover ceremony for the customer
Ensure a complete explanation of vehicle technical features and controls at the time of vehicle handover at the dealership or at a convenient location and time as per customer request
Ensure congratulatory emails and key vehicle information (warranty, service plans and 24x7 RSA) are shared with the customers
Ensure introduction of the after-sales partner to the customer during delivery and offer customers membership to the Audi Club
Post sale, seek and analyze customer satisfaction feedback (PSF) on the overall Audi sales experience. Ensure resolution of open issues
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
Enquiry Management
Ensure appropriate handling and allocation to sales team of all incoming enquiries from tele-in or web sources
Measures (Reports):
Customer Satisfaction Score (CSS)
Customer Retention Index (CRI)
Customer Complaints/Escalations- RSS
Questions pertaining to Sales Process Audit such as:
Vehicle Handover/delivery Process
CRM Process
Quality
Marketing - Audi India Club
No. of Post Sales Feedback call (PSF) of the total no. of deliveries
Customer complaints open as a % of total customer complaints
Complaint Closing days
% Audi Club Member to New Car sales
No. of initiatives towards customer delight
Customer care department Team Attrition