Customer Care Executive

Kaarquest

Job Description for CRE-SERVICE

Position Description

CRE Service SMR / PSF

Department: Service

THIS POSITION REPORTS TO: CRM Service

Qualification: Graduate.

EXPERIENCE (NO OF YEARS): 1-2years Plus in Automobile Industry

SPECIFIC KNOWLEDGE:

(SKILLS / LANGUAGE ETC.) Knowledge about fault detection in

Automobile industry, Communication skills, Customer service skills, Administrative abilities,

Decision-making ability

Languages – Proficient in English, Hindi and the local language

Maintain Customers Data Base

•Workshop Customers data to be maintained with correct and latest account details

(Contact no.

contact person name, e-mail ids, bill to account, etc.).Scheduling an Appointment

• Accept service booking and register in the appointment sheet.

• Accepted appointments to be informed to respective Service Advisors, Service Manager

and Parts department.

• Making a prior call for reconfirmation of appointments.

Welcome and greet customers

• Customers arrived at reception to be greeted and introduce to respective service advisors

in case all service advisors are busy.

Preparing Analysis

• Vehicles which have not visited last two years to be extracted e Dealer and inform to the

Service Manager.

• Instant feedback analysis to be done.

• Service follow up analysis to be done.

• Root cause analysis to be given to Service Manager.

Follow-up Service for Customer

• 7th day follow up call to be made.

• Positive and negative feedback with analysis to be given to Service Manager.

Complaint management

• Register customer complaint in e Dealer.

• Use the complaint source as walk in, emails, letters referred by MBIPL, SFU etc.

• Root cause analysis of customer complaint.

Build and enhance customer relationship

• Reminder of Service.

• Promotion of company’s activities in relation to service, parts and car sales campaign.

Regards

Jyoti Dadge

• Experience

  1 - 5 Years

• No. of Openings

  10

• Education

  Any Bachelor Degree

• Role

  Customer Care Executive

• Industry Type

  Automobile / Auto Ancillaries

• Gender

  Female

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office