Automotive Sales Consultant
Honda - Al Futtaim Group
Total years of experience :11 years, 6 Months
• Listening to customer requirements and presenting appropriately to make a sale
• Demonstrating vehicles to clients, explaining their features and going for test drives.
• Develop buyers by keeping good rapport with previous and new customers; also by suggesting trade-ins; respond to inquiries; recommend sales campaigns and promotions.
• Close sales by overcoming objection(s); complete sales or purchase contracts; explain provisions; offer services, warranties and financing; collect payment and deliver automobile.
• Meeting customers face to face and holding sales discussions about cars with them.
• Representing the company at trade exhibitions, events, shows and demonstrations.
• Negotiating the terms and conditions of a sales agreement with prospective clients.
• Keeping an accurate administrative record of all vehicles, products and services sold.
• Making accurate, rapid cost calculations and providing customers with quotations.
• Ensure that customers understand the vehicle’s operating features, paperwork and warranty.
• Assist with marketing team in setting the promotional campaigns depending on good understanding of the customer needs.
• Investigating and solving customer complains.
• Search contact and segment of the potential prospected firms.
• Maintains an awareness of local market competition conditions, of user preferences and desires, of industry trends, and transmits such information promptly, with recommendations, to senior management.
• Filling in knowledge gaps across the floor on both product knowledge
• Communicating product knowledge updates to the teams
• Running a weekly/ monthly analysis on the Call Drivers in our queue and communicate the outcome to the client with recommendations that would help reduce certain queries, reduce and eliminate issues that cause dissatisfaction to customers
• Run a monthly NPS analysis highlighting the major issues that are impacting the customers’ experience in terms of (Products, IVR, long Hold, system outages…etc.)
• Communicate the result of the analysis to the client with solutions/Recommendations
• Responsible for providing support to External Commercial Account End Users Handle complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers
• Provide remote infrastructure support delivery and performing problem cause analysis.
• Collaborate with fellow support colleagues and other internal organizations to provide superior customer service.
• Act as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
• Anticipate customer needs and effectively addressing concerns related to their issue or resolution Provide direct technical assistance to customers via phone, email, and chat.
**Achievements**
* Highlighted the fake orders & helped to stop all foreign systems orders generated
* Advised with creating price mismatch team & now we have a 20 team members working in the new suggested team.
* Daily basis of Rout Case analyses.
* Daily basis of call Audits.
* Handled all types of the back log as I had all the escalations back log .
* Joined on the very early level of SME Nd Escalations handling.
* Joined on the training the rest of our great staff on handling escalation Nd problems
Achievements:
- Helped with improvement in all the visa process and sections specially the after sales departments “Over Stay” process
- implementing a new process for the after sales “ customer services & Guarantees, VISA applications”
- Check all of the sales record on Daily basis
- Contact all the guarantor Nd verifications process
- Daily basis of Applications validation
Responsibility’s:
• Interpret, build upon, and comply with company quality assurance standards
• Carefully maintain complaint and nonconformance processing through records and tracking systems, including root cause and corrective actions
• Document quality assurance activities with internal reporting and audits
• Develop new standards for production and design, with improvements as needed, and create testing protocols for implementation across all service lines • Identify training needs and take action to ensure company-wide compliance
• Pursue continuing education on new solutions, technology, and skills
Operations Supervisor
Roles & Responsibilities:
•Managing workflow, service levels, staff requirements, escalations and effectively delegating workload across the leadership team. Plan, control and manage changes to services, policies, procedures, resources, and facilities to positively and flexibly meet business needs.
•Cost-conscious and ensure that resources are managed as efficiently as possible, maximizing opportunities to reduce costs without compromising service.
•Ensures team members understand customer service expectations and parameters and applies appropriate management techniques such as feedback, coaching and performance management to ensure excellence.
• Assesses individual performance, provides feedback, and gives recognition to team members and create an action plan to develop direct reports.
• Create and review Contact Center policies and procedures. Developing and driving strategies and programs which improve the competitive position and profitability of the organization.
•Interpreting Call Center data, developing and executing service strategies that drive performance, productivity, and optimal efficiency (KPI's and BPI's).
•Empower and Engage the Customer Service Team. Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching.
• Drive performance through ongoing coaching, training, and development of Customer Service supervisors and support positions including succession planning.
•Work effectively with all peers to negotiate and influence customer satisfaction. •Drive quality and consistency results based on the operations requirements.
•Follow emerging trends and best practices in customer service environment to identify continuous improvements.
• Process Compliance Audit and Improvement Opportunities: Contractually agreed KPIs are evaluated and root causes identified for Partner performance improvement.
• Team Management: Supervision and Assignment of daily/weekly/monthly targets to Quality team members to achieve monthly evaluation targets Vs the contractual agreements .
• Radar Team Management- A team of 15 enthusiastic professionals were managed handling 8+KPIS with major focus on Customer Escalations, enhancing customer Satisfaction, FCR etc and was brought to the Optimum performance during May 2015to Feb-2017.
• Customer Experience Improvement: To ensure customer experience is at its best, validate and analyze the staff complaints raised by customers on behavioral and information glitches & and provide fixes.
• Recommendations & Fixes: Based on the analysis and outcome of the trending issues recommendations and timelines assigned to different LOB owners for corrective actions and opportunity implementations.
• Quality Audits & Performance Monitoring: Perform call monitoring’s that reveals the customer experience and contact center performance and provide feedback to defaulters and take corrective actions for customers.
• Media/ CEO/TRA Escalations: Root Cause Analysis, Case Study & Customer Journey analysis of escalations received from Media/ TRA/CEO and different Management levels & corrective actions taken for the defaulters and customers with recommendations and fixes to ensure no repetition.
• Partner Calibrations: Monthly Calibrations with partners on Quality parameters to ensure compliance over evaluation methodology and ensure repeatability and reproduce ability.
• Process Enhancement & Continuous Improvements: Identify product/process/system gaps through different analysis and provide feedback/highlight the concerns to different stake holders for fixes.
*Ensures that commitments made by Thomas Cook Group to customers are met.
*Makes prompt, clear decisions to resolve issues and takes responsibility to take the actions required to address these
*Visits customers in destination to ensure that their needs are met.
*Maintains respectful relationships with third parties in-resort
*Takes responsibility for resolving customer concerns and queries.
*Provides in-resort customer care and complies with governance and escalation processes to ensure timely resolution
*Sells appropriate ancillary products as required by the customer to enhance their holiday experience
Greet guests with a welcoming smile and friendly demeanor
Perform all guest check-in and check-out procedures
Obtain or confirm guest information, assign rooms, activate and distribute keys,
etc.
Collect payment for room charges and other fees
Answer phones and direct calls to appropriate personnel
Check and send emails
Make and confirm reservations
Maintain a clean and tidy work space at all times
Inform guests of hotel amenities and offerings
Be informed and up-to-date on all types of room accommodation and availability
Communicate with housekeeping, room service and security staff as necessary
Provide local information on restaurants, special sites, activities, etc.
Resolve customer complaints and problems calmly and effectively
Notify management of any serious issues that you cannot resolve
Take and deliver messages for guests
Store luggage and valuables as needed
© GulfTalent 2019. All Rights Reserved.
Store luggage and valuables as needed
Assist with and book tours and activities for guests
Maintain a friendly, personable disposition
Perform various clerical tasks as needed (sorting mail, paper filing, etc.
Business Administration Management
URL removed due to policy violation. Please contact support for further information.