Ø Ensure a superior customer experience throughout the new car sales process, from enquiry to vehicle delivery.
Ø Supervise customer care executives and monitor lead management, enquiry follow-up, and appointment scheduling.
Ø Coordinate with the Sales, Finance, Insurance, Registration, and Delivery teams to ensure smooth and timely vehicle deliveries.
Ø Handle customer complaints and escalations, ensuring prompt resolution and high customer satisfaction.
Ø Monitor Customer Satisfaction Index (CSI) scores and implement initiatives to improve customer experience.
Ø Ensure timely post-delivery feedback calls, welcome calls, and follow-up with customers.
Ø Maintain accurate customer records in the CRM system and ensure timely updating of sales and customer data.
Ø Track sales enquiries, booking conversions, cancellations, and pending deliveries, and submit MIS reports to management.
Ø Plan and execute customer engagement, referral, and loyalty programs to enhance customer retention and generate repeat business.
Ø Train and guide the customer care team on dealership processes, CRM practices, and customer service standards.
Ø Ensure compliance with OEM guidelines, dealership policies, and statutory requirements related to customer communication.
Ø Perform any other duties assigned by the management from time to time.
Pay: ₹30,000.00 - ₹50,000.00 per month
Benefits:
- Cell phone reimbursement
- Internet reimbursement
- Provident Fund
Work Location: In person
