Customer Care Executive

Job Description

JOB DESCRIPTION: 1.1 To contribute to creating and maintaining good customer relationships and ensuring smooth service team operations by responding to customer and prospect queries. 1.2 To contribute to achieving service ROs for the company either by calling or answering requests in a fast-paced environment to potential customers and directing the prospects to the service team. 1.3 Provide troubleshooting assistance for customer issues and relevant problems, redirect problems to correct resources and properly escalate unresolved queries to the next level of support. 1.4 Manage large amounts of inbound and outbound calls promptly and keep records of all conversations in the database comprehensively. 1.5 Prepare daily and monthly reports with utmost accuracy and with related support documents. 1.6 Maintain professional and technical knowledge by attending workshops, seminars, and journals and contribute to the growth and customer satisfaction of the company. 1.7 Ensure the housekeeping standards and 5S benchmarks are adhered to in the department. PSF Calls : 1.8 To be responsible for 3 and 15 day PSF calls and ensure customer satisfaction in various phases of the service process and record the same for future actions. 1.9 Record the deviations and complaints if any, and escalate the same to Branch in charge and concerned service advisors daily and also update the same in the Feedback Form. 1.10 To update all the customer ratings in GDMS on daily basis. 1.11 Provide the HMIL complaints to Branch in charge, facilitate resolving with regular follow-up and ensure closing of the complaint in GDMS. 1.12 Ensure to maintain the complaint capturing ratio from 10% to 15% as per HMIL norms. 1.13 Record and maintain the Customer Feedback Form ( DSI ) on daily basis. Reminder Calls: 1.14 Responsible for following up with the Free Service, Paid Service & Periodic Maintenance customers through Reminder calls for increasing service ROs. 1.15 To receive direct calls by promptly responding to customer enquiries and forward the same to service advisors as instructed by Branch in charge and update the same in GDMS. 1.16 Ensure to generate daily customer appointment list and of requested Pickup, Drop customer list to Branch charge on Daily Basis. 1.17 To be responsible for retaining the lost customer through the database provided by HMIL and ensuring to generate of service ROs assuring the customer of resolving the issues faced during previous business with the company. CONTACT: VIJAYALAKSHMI HR-9994500093 Job Types: Full-time, Fresher Pay: ₹15,000.00 - ₹25,000.00 per month Benefits: Cell phone reimbursement Health insurance Paid sick time Provident Fund Schedule: Morning shift Supplemental Pay: Performance bonus Yearly bonus Work Location: In person