CR Officer
Toyota Lanka (Pvt) Ltd
Total years of experience :2 years, 3 Months
• Managing customer interactions effectively, reflecting the commitment of the sole authorized distributor for Toyota vehicles in Sri Lanka.
1. Answering incoming calls for Service Appointments, Repairs, Breakdowns, Free Service and Warranty Claims.
2. Co-ordinate & Handle walk In Appointments & Divert walk-in to alternative branches depending on capacity & availability.
3. Directing customers who visit our premises according to their requirements.
4. Handling all phone inquiries, directing or transferring to the relevant departments & officers.
• Taking Appointment
• Confirm Appointment
• Co-ordinating with Service Engineers/Advisors/Job Controllers
• Entering Appointment Data to the System
5. Taking appointment confirmation from customers through SMS & Phone Call on one day prior date
6. Replying to web requests and app requests.
7. Sending Pre-Pull & S/A sheet one day prior to Spare Part Division & all the relevant staffs
8. Preparing Daily appointment sheet on prior date and distributing to S/Es and all the relevant staffs (hardcopy & softcopy through email) - GS
9. Updating No show Report & Daily Service Records
10. Creating Appointment Sheet for the forthcoming month - General Service
11. Registering New Customer’s information on the system & issuing Maintenance Books.
12. Correcting reminder letter customer base addresses & supporting on sending out service reminders at every 4th & 6th month intervals. (Sending letters and SMS)
13. Preparation of Free services Report
14. Handling mail/courier Registry
15. Maintaining Lost & Found Record Book
16. Attending Customer Complaints/Internal Accidents and related documentation.
Only Have to do Final project Viva