Job Objective:
To ensure 100% customer satisfaction, retention, and improve CSI score for Mercedes-Benz After Sales as per Mercedes-Benz India standards.
Key Responsibilities:
1. Customer Follow-up & Engagement:
Make service due reminder calls (3-day & 1-day before due date).
Post-service feedback calls within 24-48 hours of delivery.
Call customers for 3rd day, 10th day and 30th day retention follow-up.
2. Customer Complaint Management:
Handle after-sales complaints and ensure closure within defined TAT.
Coordinate with Service team to resolve customer concerns.
3. CSI & Retention:
Drive Customer Satisfaction Index (CSI) and ensure target achievement.
Analyze low-rated cases and take corrective action with Service Manager.
4. Documentation & Reporting:
Maintain daily call reports, feedback reports and retention reports.
Update customer data and ensure data accuracy.
Share daily / weekly / monthly MIS with management.
Requirements:
Graduate / MBA preferred
2-4 Years experience in CRM / Customer Service, preferably in Premium Auto Brand (Mercedes, BMW, Audi, Toyota)
Excellent communication skills (English, Hindi & Punjabi)
Valuable knowledge of MS Excel and telephone etiquette
Soft-spoken, customer-centric and patient listener
To apply or for any query contact at (phone hidden).
Job Types: Full-time, Permanent
Pay: ₹40,000.00 - ₹50,000.00 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Provident Fund
Education:
- Bachelor's (Preferred)
Experience:
- CRM: 3 years (Preferred)
- total work: 6 years (Preferred)
- Automobile: 3 years (Preferred)