Job description
a) 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)
Facilitate reviews and inputs for business planning to improve processes with CEM,
Mystery shopping and Audit score
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.
b) 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.
c) Service Process
Assist in preparation and execution of courtesy car / loaner vehicle roaster and
availability. Ensure its readiness and cleanliness
Ensure implementation of the CEM, Exit Interviews process as per Audi guidelines and
understand customer issues for resolution.
Ensure that the Complaint closing days for escalation,(As per Audi India guidelines) are
religiously followed and calls are recorded and monitored for future reference.
Analyze CEM, MIS Report with aftersales internal team. Assign responsibilities and
deadlines to relevant service team stakeholders.
Unfailing compliance with all defined processes, procedures, rules and contracts in his
area of responsibility.
Consistent compliance with the standards for process and work quality in customer care
and continuous improvement of the processes and services in his area of responsibility.
d) Measure (Reports)
Maintaining Audi Standards = 100%
Customer Service Satisfaction results (CEM)
Workshop (LIS) Test (Mystery shop with service dept.)
Customer complaints Reports (Online Application from Audi India).
Exit Interview
Daily and monthly reports to Management
e) 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.
Maintain and daily updates to the G.M.-After sales for the vehicles delivered with
incomplete repair and after arrival of required parts.
Responsible for maintaining Front office decorum; ensure customer’s hospitality.
Provide Training to CREs regarding DMS, SFDC & CEM and various related portal
change.
Please confirm the receipt of this document and authorize the understanding of the `skills
required to execute the Job.
Manager’s Name: