Customer Delight Manager
Audi
Total des années d'expérience :4 years, 9 Mois
Working in close co-ordination with CRE & CRM (Sales and After Sales)
Sales Process and Service Core Process
Daily supervision of customer touch points (but no personal involvement / direct contact)
Ensure coordination between all departments in regard to customer touch points (interfaces!)
Implementation and realization of defined activities for each touch point of the requirement list
Managing Customer Satisfaction (Sales and After Sales)
Handling and analyzing of escalations.
Ensure personalized countermeasures for dissatisfied customers (from personalized Customer Satifaction Survey) Including Personal Visit
Complaint management
Keep an overview of open complaints and monitor broad process of resolution
Have broad proactive measures taken towards resolution of the complaints
Planning delight for customers
Training
Proactive improvement of employee (soft) skills
Planning of delight training for employees
Handling overall organizational activities from pre sales to post sales execution.
Dealing with Interiors, Architects, Builders, Ultra High Network individuals and corporate clientele for their requirements.
Provides tailor made solutions to the clients by appropriate liason with various internal stake holder.
Also, adroitly managed the sales & promotion activities for Siemens Domestic Home Appliances, Germany.
Deft with customer oriented approach ensuring customer satisfaction in terms of delivery services/product within the prescribed time.