Customer Relationship Executive-after Sales Job in Audi Ag

The Customer Relation Executive acts as a connecting link between the customer and the dealership. He / she contributes to increase customer satisfaction as the first point of contact with the customers.

a) Customer Satisfaction

Maintain customer relationships through courtesy calls to customers on birthdays, anniversary and special occasions

Attend, allocate and track all incoming calls and enquiries through Telephone or online and send an acknowledgement in a standard format for all enquiries

Inform the customer on the necessary documents to be required at the time of service and the contact details of the Service Advisor. Inform the customer of all the available offers at that particular time

Remind customer of the appointment one day prior to visit and prepare for customer visit

Arrange reception dates and inform the customer about the provisional price and time estimates. Reschedule the appointment when necessary

Liaise with the company driver(s) for pick-up and drop of service customer vehicles. Ensure the Pick-up Card is correctly documented and signed by the customer

Ensure that the pick-up and drop / courtesy car service is co-ordinated with service reception. Arrange bookings of replacement and loaner vehicles

Get all the necessary forms including the Post Service feedback filled by the customer

b) Process Adherence

Ensure appointment is made in DMS and ELASPRO transaction & DISS report are started and information is updated in SSO as per Service Core Processes

Ensure that a clear communication (with log) to customer is maintained and updated while the customers car is at the workshop

c) Data Updation

Regular follow up and updation regarding reported vehicles & percentage of vehicle turn up through Appointment

Prepare the daily and monthly Appointment reports (KPMG) to the management and Audi NSC respectively

Ensure that the customer and vehicle database is maintained with accuracy

d) Customer Complaints

Track closure of raised customer complaints

Update the status of complaint initiated in CRM after resolution