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Sales8170004040 / 8170004035 7669248877
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Service9933362720
| Designation | Requirements | |
|---|---|---|
| CX Manager | Job Description - • Monitor the compliance of Processes by the Role Holders and immediately escalate the GAP / Deviation to GM. Should also ensure that the understanding of the Processes is there with the role holders• Closely monitor & work towards improvement in the “Intello Customer Feedback” score for the Dealership, identify gaps and take corrective actions• Review the customer verbatim on Intello CCCFs and in DMS to complete the concern binning, RCA, and action plan process correctly to check customer concerns.• Educate and train the Dealership sales team to implement action plans based on Intello CCCFs RCA to ensure customer centricity.• Monitor daily review of (D-7) Delivery process by the Sales head with the Sales Consultant:• Review vital aspects like HOTO, vehicle condition, and cleanliness, fitment of accessories, Completion of RTO, Insurance documentation, and MNVH.• Review on softer aspects & Customer insights (customer likings, habits, profile, etc.) and their experience from walk-in to present day, which will be the basis to create a DELIGHT / RECOVERY (Planned Capitalization / Neutralization efforts)• Monitor Order Taking Form (OTF) Discipline for Customer Contact Details and Tentative delivery Date confirmed on OTF to customer.• Observe the Customer experience of a Walk-in customer and the delivery process from the point of view of Sales process adherence • Ensure timely follow-up and closure of Customer concerns• Ensure timely calling pre-sales and post-sales to capture customer feedback. Review the feedback and take necessary actions• Ensure the Home Installation adherence; monitor the review of status and home installation feedback of customers by the Sales head.• Ensure Contact Calendar Planning for each customer and ensure the contact is made by the respective role holders assigned.• Monitor the review of Cleanliness, Upkeep, and Maintenance of Showroom & Parking Premises, Customer Interface areas, and Display of POP (all posters & standee) and information boards (Daily Delivery Board, Offer Of the month, etc.) by the Admin’s head
Exp. - 3-5 years of experie City - Maldah
Qualification - Graduate any discipline/ B.Tech Vacancies - 1
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