01Overview
You will be responsible for ensuring adherence to Standard Operating Procedures (SOP) to maintain good customer relations across all levels. This includes contributing to sales generation through cold calling or handling customer inquiries promptly in a fast-paced setting and efficiently directing potential leads to the sales team. Building and nurturing positive customer relationships, promptly addressing customer and prospect queries, and ensuring seamless operations for the sales team will also be part of your role.You will play a crucial role in providing troubleshooting assistance, escalating unresolved issues to the appropriate support level, maintaining accurate customer records, and managing inbound and outbound calls while keeping comprehensive records. Additionally, you will manage daily booking calls, update the sales team on any errors or feedback received, record and escalate complaints to the Assistant General Manager, update customer ratings in GDMS, and pass on customer referrals to the sales team for further action.Handling HMIL complaints by contacting customers, recording grievances in the feedback form, following up with the relevant sales consultant, and ensuring complaint closure in GDMS will be among your responsibilities. You will also be required to follow up with sales customers within 48 hours of delivery to gather feedback, cross-check customer complaint lists, and facilitate the resolution of any issues by involving the relevant Sales Executive to address and close complaints.Ensuring the timely readiness of delivery vehicles, escalating any issues to the Sales Head/GSMs, organizing dealership events and customer meetings, and maintaining the cleanliness and readiness of display, test drive, and delivery vehicles will be part of your daily tasks. Additionally, you will be responsible for sending SMS messages to customers for various occasions such as thanking customers, delivery wishes, birthday and wedding anniversary wishes, and festival wishes.Moreover, you will be accountable for generating and submitting reports related to the Customer Relations Process to HMIL and the Management team. These reports include the Complaint Resolution Report, Delivery Report, Non-Promoted Score Report, CATI Study Report, HMM Enrollment Report, Happy Calling Report, and any other reports as required by HMIL/Management.In addition to the above responsibilities, you will be expected to invite customers to the Monthly Customer Meet, manage stock maintenance of vehicle delivery freebies, internal IoM, and stationery, while ensuring compliance with housekeeping standards, 5S benchmarks, and Go Green initiatives within the department.This position is a walk-in job type with the work location being in person., .
