Arsh Hyundai - Receptionist/Front Office Role (1-6 Yrs) Metros/Mumbai (After-Sales/Customer Service)

Job Description:1. Primary Responsibilities:2. Customer Relation Management3. Update and maintain the customer database with all required information4. Execute sustained customer contact initiatives, through greetings on special occasions, invitations to dealership events, and through communication on new Audi offerings5. Manage invitation to customers (and prospective customers) for events organized by the dealership as part of marketing and promotional activities6. Regularly communicate with and update current and prospective customers on Audi prices, accessories and other new offers7. Sale & Delivery Process8. Ensure appropriate welcome of the customers at the dealership and contribute to the overall customer experience9. Seek and analyze feedback from prospective customers on test drive and overall dealership experience10. Send congratulatory emails to customers as per Audi guidelines on vehicle booking confirmation11. Communicate the new vehicle delivery date and time to the customer as per standard Audi India format- Coordinate with relevant stakeholders to ensure timely delivery of the vehicle and organize a delightful vehicle handover ceremony for the customer - Post sale, seek and analyze customer satisfaction feedback (PSF) on the overall Audi sales experience.
-Capture and highlight customer complaints or any open issues and ensure appropriate resolution and escalation on the samea) Enquiry Management - Track and allocate incoming enquiries from tele-in, web and other applicable sources - Respond and acknowledge all received email enquiries from customers as per Audi standard defined template - Maintain, consolidate and allocate all tele and web inquiries to the appropriate sales team12. Measures (Reports): - Customer Complaints Escalations - RSS - Follow-up Contact After delivery score - CSS - Sales Process Audit questions pertaining to CR department - No. of Post Sales Feedback call (PSF) of the total no. of deliveries - Customer complaints open as a % of total customer complaints (ref:updazz.com)

Payroll Type : Permanent