Job description

Title: Customer Care Representative / CRM projects specialist

Department: Business Development/ CRM

Name:

Reports to: Customer Care / Business Development Manager

Job objectives:

Ensure customer satisfaction by guaranteeing excellent vehicle sales and vehicle service experience.

Requirements/ qualifications:

Customer service skills and experience, good communication and people skills, computer literate.

Summary of job description/ responsibilities :

• Meet and greet walk-in customers
• Conduct customer follow up system
• Convey technical/non technical information with customers
• Conduct advance booking procedures
• Conduct surveys through face-to-face interaction and telephone
• Organize additional services to customers such as pick up & delivery, drop-off service…etc.
• Convey status of vehicle to customer
• Handle and process customer complaints and analyze them
• Initiate vehicle handover process
• Develop and update a proper customer database and mailing list

· Build good relationships with customers through:

· SMS

· Direct regular mailing

· Giving special offers to customers

· Meeting with customers

· Come-up with ideas on how to attract new customers and regain old ones and implement these ideas

• Conduct regular meetings with department heads to identify problems
• Conduct reports that identify problems in each department, reasons behind these problems and solutions to these problems
• Develop an action plan and follow-up

hrfalcon_manger@ yahoo.com