Customer Relation Executive
al-futtaim
Total years of experience :16 years, 3 Months
- Consistency for 100% complaint reporting and handling daily basis.
- Use VOC consistently for 100% complaint reporting and handling daily basis.
- Ensuring that all customers’ queries are well-investigated and resolved, and escalating queries if appropriate to CRM within 2 hours .Prove ability to work with limited supervision and to manage and prioritize own work. Resolves 95% of open customer complaints within 48 hours unless technical or managerial input is required.
- TO increase customer engagement by the end of year 2014 by increasing customer awareness by participating (2) customer engagement action plans by December 2014 and establishing a more proactive approach in resolving customer concerns with the help of sales and service team.
- Participating employee engagement in magic moment impact plan by December 2014.
- Assisting management and line Manager with any assigned special project and providing backup to the line manager when required.
•To organize, direct and control the workshop activities to exceed budgets, ensuring optimum use of all personnel and facilities resource.
•To ensure technical and process support to all staff and customers to ensure the 'Fix it Right' ratio is maximized.
•To ensure compliance and sustainment of environment & Toyota Standards at the reception.
•To ensure that all staff is trained and equipped in line with job specific requirements and ensure active staff and customer engagement & improve customer service value every month.
•To implement new ideas/systems to ensure proper reception layout.
•Ensure explanation to customer regarding the job done, parts needed and total cost.
• Ensure customer is explained reasons for part replacement.
•Job Holder should ensure post-service follow-up is done.
•Exhibits positive attitude and makes efforts to improve his standard after training.
•Follows company rules and regulations, especially regarding commercial issues and vehicle receipts.
•Promote Service marketing by building customer confidence and projecting a professional approach.
• Establish cost and list price matrices to deliver consistent and timely quotations to clients
• Responsible for directing the procedures of using fire detection equipment and extinguishing devices. Provide advice on the methods necessary to alleviate conditions conductive to fire
• Inspection, calibration and installation of fire equipment and control systems
• Supervise technicians and foremen
• Design fire detection equipment, alarm systems, fire extinguishing devices and systems, and structural component protection
1-Co-ordinate daily tasks and follow-up on them between the Operations department and the field technicians.
2-Ensure timely delivery of all site installations and provide adequate support and training to client post implementation.
3-Document all official correspondence between client, contractor, consultant and the Operations team.
4-Attend daily progress meetings with the main contractors and the consultants and report on the quality and progress of the works and other related issues.
5-Monitor works progress of orders issued, and ensure completion within the timescale.
6-Attend handover inspections with the consultant and get the approvals.
7-Supervise field technicians and support staff in order to meet all project deadlines.
8-Scope the project from an Operations perspective with close integration with Sales and Project Managers.
9-Prepare all propsals and submittals for related projects and submit it to the consultant and project mangement for approvals.
• In-house training, Nissan Service Technician Education Program (N-SETP)
• Hands on training support
• Ensure successful implementation of technical training (Right First Time)
• Product knowledge training for the front line staff (service advisors)
• Automotive fundamentals training for prisoners (Al Wathba Prison)
• Preventive maintenance training for fleet customers
• Service training for the technicians & customers
• Provide excellent customer service
• Assist with the orientation, training and coaching of staff, management and other stakeholders to increase efficiency within the workplace
• Briefing & summarizing:
• Technical Support to the workshop floor for all the technical diagnostic issues raised and final confirmation
• Monitor, review and implement the technicians’ health and safety, operational standards, and warranty processes
• Assistant technical service advisor (collecting photos and videos to prepare Technical Reports and submission to Nissan Middle East \[NMEF\]), reports submission request from NMEF
• Adept using diagnostic trouble tools, service manual and wiring diagram
• Adept in the warranty procedure
• Communicate with Nissan Middle East (NMEF) on a technical level
• Nissan Express Service (NES) & Preventive Maintenance Service (PMS) supervisor
• Handle customer concerns and ensure their satisfaction
• After service support:
• Conduct all kinds of road tests (performance, load, long trip)
• Responsible for determining the type of engine’s oils and lubricants to guarantee the best vehicle performance
• Responsible for all service manual orders and putting procedures into effect
• All programming for ECM, TCM and all modules using consult 3 & consult 2 computers
training engineering
66.95%