Customer Relationship Manager
Peninsular Honda
Total years of experience :2 years, 10 Months
Working as Customer relationship Manager in Peninsular Honda for Sales & Service 5 branches (Trivandrum, Kollam, Cochin, Calicut, Mangalore)
Roles & Responsibility
• Arrange for proper data flow from various stages in sales and service process and insure contact to 100% prospects/ customer through CRE
• Train the CRE on various calling scripts & monitor implementation of the same.
• Random check of call quality by auditing of few recorded calls made by CREs.
• Check customer feedbacks from DFS site, H121 & D’lite.
• Sharing of customer complaints from all sources with SM/TL/SC/SA and ask them to resolve.
• Follow up aand update status of pending complaints from sales ans service team.
• Ensure quality of concern closures and check with customer for satisfaction before complaint closure in records.
• Generate detailed complaint analysis report SC and SA wise and draw counter measure plan with sales team.
• Ensure action plan implementation to prevent reoccurrence of the same complaint in future.
• JDP report analysis (SSI & CSI)
• Highlight dealership strength and areas for improvement.
• Share the reports in detail with owner san and entire sales & service team.
• Prepare the action plan with sales manger, service manager and ensure implementation by respective role holders in the dealership.
• Implementation of best practices.
• Visit to the customer’s place with sales & service team to resolve certain complaints, if required.
• Meetings to be organised on a monthly basis to discuss on the performance and the way to improve customer satisfaction.
Course completed with 1st class with out any arrears in any of semesters