Job Profile - Customer Relationship Executive

Job title: Customer Relationship Executive

Department: Customer 

Reporting to: Customer Relationship Manager   

Job Summary

Being a CRE you project the premium image of ACKO Drive and are friendly polite and well mannered. You are responsible for establishing and maintaining a personal contact with the customer over the lifecycle of his vehicle and keep the customer loyal to the brand. You provide the customer with primary information and solutions on product and services to meet his needs and desires. Being the first point of contact for the customer, you have to represent ACKO Drive brand effectively and positively.

 Qualification

 You are graduated from any faculty or have a diploma.

 Training

• Participation in the manufacturer’s trainings as well as external soft skill trainings.

 Experience 

• Automotive experience with required interpersonal & Communication skills. 

 Competencies Interpersonal & Social competence

 • You are able to relate to the customer’s needs and options.

• You are able to handle objections and overcome rejections. You are able to balance personal involvement and professional distance.

• You have high self-esteem, and you are controlled and focused even in stressful situations. And you can handle conflicts and resolve it amicably.

• You remain calm and factual and are guided by a win-win solution.

• You See feedback as an opportunity to improve and opens channels for feedback. You also provide feedback which is objective and constructive in nature.

• You can put yourself in the position of others and tries to comprehend the point of view of the others.

 • You listen carefully, and can identify the underline meaning and real demands.

• You build a relationship with the customer that is based on honesty, mutual respect, confidence and mutual trust.

• You talk clearly in the language that the customer will understand and avoids using jargons.

• You are a good team player and always support and motivate your colleagues.

Method & process competence

• You Understand and are aware of business management co-relation, e.g. Customer satisfaction, root cause analysis, you are responsible to a large extent for CSI.

• You use service marketing tools to increase After-Sales business.

• You take an interest in local cultural events, sports and politics and are well informed about regional events and developments.

• You are motivated by work and takes pleasure in it and you are absolutely convinced about what you are doing.

• You know the history, mission & vision of ACKO as an organization.

• You work according to the ACKO Drive service processes and standards.

Specialist competence

• You are an expert in implementing Customer Relationship Strategy.

• You represent the brand, and you are the long term personal partner of the customer and provide orientation by information.

• You are an important point of contact, and are a facilitator between the needs of the customer and the company.

• You take care of the customer relationship in every stage of the ownership, supported through Marketing and Service Programs.

• Contributes to the critical interaction and dialogue after the vehicle has been purchased, builds up confidence, trust and loyalty with the Customer.

• You have good communication skill, brief knowledge of the Multiple Brands, Dealer policies and service products.

IT competence

• You have general PC skills and knowledge of Office appliances (e-mail programs, e.g. MS Office, the Internet, e-business, intranet, etc.). 

• You independently administer prospective customer databases.

• You have a sound knowledge of current After-Sales IT tools and are able to use these (e.g. CEIP, DMS, DDW, Topix, NPS etc.) 

Tasks  

Maintain Customers Data Base

• All Workshop Customers data to be maintained with correct and latest account details (Contact no. contact person name, e-mail ids, bill to account, etc.).

 Scheduling an Appointment

• Accept service booking and register in DMS by opening SR and PRO.

• Accepted appointments to be informed to respective service advisors, Service Manager and Parts department.

• Making a prior call for reconfirmation of appointments.

Welcome and greet customers

• Customers arrived at reception to be greeted and introduce to respective service advisors in case all service advisors are busy.

Preparing Analysis

• Vehicles which have not visited from last two years to be extracted from DMS and inform to the Service Manager.

• Instant feedback analysis to be done.

• Service follow up analysis to be done.

• Root cause analysis to be given to Service Manager.

Follow-up Service for Customer

• 7th day follow up call to be made.

• Positive and negative feedback with analysis to be given to Service Manager.

Complaint management 

• Register customer complaint in CEIP.

• Use the complaint source as walk in, emails, letters referred by JLR, SFU etc.

• Root cause analysis of customer complaint.

 Build and enhance customer relationship

• Reminder of Service.

• Promotion of company’s activities in relation to service, parts and car sales campaign.

Interaction Partners

As a Customer Relation Executive, you demonstrate a maximum of appreciation, professionalism and competence towards your colleagues and customers. Finding the optimal individual solution for the customer is the goal of all contact.

Customer Care Department

These colleagues assist you with customer contact in the service field:

• Certified Service Advisor • Service Receptionist • Cashier

Customer/suppliers/public

• Acquire new customers, conduct public relations and negotiate prices, conditions and contractual agreements.

• Represent the service outlet.

Workshop department

You consult with the following colleagues for solutions to all service work on the customer’s vehicle:

• Workshop Foreman • Works Manager