Branch : Audi Gurgaon

Deliver exceptional client service experience, create customer delight and contribute in enhancing revenue for the business

Primary Responsibilities

Strategic
  • Support the segment head in achieving the strategic objectives and business plan
Operational
  • Build strong and regular connect with the allocated customers
    • Service related (delivery experience, post sale connect for service and related issues)
    • Social connect (birthdays, anniversary, festivals etc.)
    • Track customer needs (re-purchase, VAS, new car etc.)
    • Events/promotions (new launches, schemes etc.)
    • Revenue enhancement (lifestyle items, VAS, new car, referrals etc.)

  • Become single point of contact (SPOC) for the customer for all their needs and facilitate internally on behalf of the customer to create 'exceptional service quality experience'
    • Understand customer needs/requirements (proactively or based on customers request)
    • Facilitate customers during visit to the workshop (reception till delivery of the car post service)
    • Act as independent quality assurance person to check the service / response quality, prior to delivery of car to customer (to ensure resolution of all the issues highlighted by the customer)
    • Proactive communication on service related aspects and timely/quality resolution
    • Seek internal approvals, if applicable (goodwill gestures)

  • Ensure accurate and complete information of customers at any point in time (as per the pre-defined profile form)
  • Maintain confidentiality of customers data
  • Support the segment head in effectively implementing various processes/customer connect programs
  • Support the marketing team in planning for key events and launches (by sharing the appropriate data based on the customerís interest and preferences)
  • Identify customers with loan terminations (early closure/timely closure) & share relevant communication to facilitate repurchase
Financial
  • Facilitate achievement of target average spend per customer per annum from service, accessories, value added services (car detailing works, Service packages, EW, RSA, insurance renewals etc.)
  • Identify additional revenue opportunities, promote and contribute in additional sales and repeat business
  • Facilitate collection from customers (Credit cases)
  • Adhere to the goodwill budget assigned for the month
People
  • Identify manpower deficiencies on a day to day basis and seek support from Segment Head for achievement of deliverables
  • Support team members and work as a cohesive unit in meeting organizational objectives

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