Contact HR - 7034282825
Male/Females, 6+ Years of Experience
Need to Handle Service & Bodyshop
1. Customer Relationship Management
- Maintain strong relationships with customers throughout the service lifecycle.
- Ensure timely follow-up with customers for service reminders, feedback, and complaints.
- Improve customer retention through effective communication and engagement initiatives.
2. Customer Satisfaction
- Monitor and improve CSI (Customer Satisfaction Index) and DPPR scores.
- Resolve customer concerns promptly and coordinate with relevant departments for effective resolution.
- Ensure all customer feedback is recorded, analyzed, and acted upon.
3. Service Campaign & Follow-up
- Drive PMGR and service campaign activities to achieve business targets.
- Follow up on pending appointments, non-turn-up customers, and overdue service cases.
- Support the team in achieving service volume targets.
4. Honda KPI Compliance
- Monitor and achieve OEM KPIs including:
- H121 OCC Ratio
- D121 Closure Days
- H121 Closure Days
- Honda SDR
- H121 Satisfaction
- Customer Engagement
- PC & NS Conversions
- 2nd Day PSF
- Non-turn-up Control
5. Business Performance
- Support initiatives that contribute to branch profitability.
- Monitor CRM performance metrics and prepare periodic reports.
- Identify opportunities to improve customer retention and service revenue.
6. Dealer Excellence
- Contribute towards achieving Dealer Excellence and Service Reward targets.
- Ensure compliance with dealership SOPs and OEM processes.
- Maintain accurate customer records and CRM database.
7. Continuous Improvement
- Implement at least one customer service improvement initiative every quarter.
- Suggest innovative ideas to enhance customer experience and operational efficiency.
- Participate in training programs and continuously upgrade product and process knowledge.
Key Performance Indicators (KPIs)
- PMGR Volume Achievement
- Customer Retention (Solid & UIO)
- CSI Score (Target: 940)
- DPPR Score (Target: 375)
- Honda KPI Achievement
- Dealer Excellence / Service Rewards
- Quarterly Improvement Initiatives
- Contribution to Branch Profitability
Required Skills
- Excellent communication and interpersonal skills
- Strong customer handling and conflict resolution abilities
- Good analytical and reporting skills
- Proficiency in MS Excel and CRM systems
- Teamwork and coordination
- Time management and organizational skills
- Customer-centric approach
Pay: ₹30,000.00 - ₹35,000.00 per month
Benefits:
Work Location: In person
