Customer Relationship Executive Job in Audi Ag

Job Description:

1. Primary Responsibilities:

a) Customer Relation Management Update and maintain the customer database with all required information Execute sustained customer contact initiatives, through greetings on special occasions, invitations to dealership events, and through communication on new Audi offerings Manage invitation to customers (and prospective customers) for events organized by the dealership as part of marketing and promotional activities Regularly communicate with and update current and prospective customers on Audi prices, accessories and other new offers

b) Sale & Delivery Process Ensure appropriate welcome of the customers at the dealership and contribute to the overall customer experience Seek and analyze feedback from prospective customers on test drive and overall dealership experience Send congratulatory emails to customers as per Audi guidelines on vehicle booking confirmation 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 same

c) 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 team

2. 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 Complaint Closing day