Customer Relationship Executive

Job Overview

The Customer Relations Executive should be a customer-oriented professional who understands customer needs, ensures satisfaction, and drives long-term retention, while being process-oriented and possessing strong analytical, problem-solving, and sales skills. And must also be flexible, adapting to the evolving demands of the role.

• Education level: ITI/B.Tech in Mechanical engineering
• GCC
  
  Experience:
  
  1-3 Years of experience in the front office (Automotive industry)
• Gender: Male
• Language:
  Arabic (Native) Mandatory

• Vehicle Conversion:
  • Lead Conversion:
    Convert the leads coming from multiple sources to meet the vehicle conversion target as organization’s demand (new & Existing)
  • Social media enquiries
  • Google Ads
  • Inbound calls
  • Other Marketing Campaigns
  • Customer Retention:
    Meet retention targets through timely service reminders.
  • Discontinued customers:
    Approach discontinued customers through various methods to convert them and achieve company-set retention target numbers or percentages.
  • Service campaigns & events:
    Promote events and campaigns effectively to achieve customer targets set for each event.
• Follow the company-defined processes and flowcharts to manage the above leads effectively.
• Timely follow-ups, proper conversions, system updates, appointment scheduling, reconfirmation, and rescheduling must be carried out systematically throughout all stages of the process.
• Upselling & Cross selling
• Maximize the conversion from body shop enquiries through proactive engagement
• Assist other branches by redirecting or converting potential leads relevant to their location.
• Meet the company set target for promoting available company products and Value-added services (Extended warranty & Service contract)
• Customer Satisfaction:
  • Provide special attention to customers who have scheduled appointments, ensuring a smooth and trouble-free experience from vehicle reception
  • Post Service follow up:
    Conduct follow-up calls to identify any service gaps, offer appropriate solutions, and elevate serious issues to management for prompt resolution
  • Track, monitor, update, and maintain records of all reported customer concerns to ensure timely resolution and continuous improvement.
• Reporting & Analysis:
  • Ensure timely submission of daily reports without
  • Maintain all relevant reports, including performance, achievement, and operational records.
  • Promptly address any immediate or urgent concerns with the reporting manager.
  • Prepare and analyze performance reports in depth, and provide Action Plans for daily, weekly, monthly, quarterly, and annual review meetings.
• Others
• Flexible to take on receptionist and service advisor responsibilities as required by company needs

Role Level: Intermediate
Work Type:
Full-Time
Country:
United Arab Emirates
City:
Abu Dhabi
Company Website:
Job Function:
Customer Service
Company Industry/Sector:
Automotive

• Health Insurance
• Visa
• Reimbursement of Mobile Bills
• Paid Annual Leaves
• Bonus

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