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

Qualifications:

•   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

Responsibilities and Duties:

·         Vehicle Conversion:

o    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

o    Customer Retention: Meet retention targets through timely service reminders.

o    Discontinued customers: Approach discontinued customers through various methods to convert them and achieve company-set retention target numbers or percentages.

o    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

o    Maximize the conversion from body shop enquiries through proactive engagement

o    Assist other branches by redirecting or converting potential leads relevant to their location.

o    Meet the company set target for promoting available company products and Value-added services (Extended warranty & Service contract)

·         Customer Satisfaction:

o    Provide special attention to customers who have scheduled appointments, ensuring a smooth and trouble-free experience from vehicle reception

o    Post Service follow up: Conduct follow-up calls to identify any service gaps, offer appropriate solutions, and escalate serious issues to management for prompt resolution

o  Track, monitor, update, and maintain records of all reported customer concerns to ensure timely resolution and continuous improvement.

• Reporting & Analysis:

o    Ensure timely submission of daily reports without fail

o    Maintain all relevant reports, including performance, achievement, and operational records.

o    Promptly address any immediate or urgent concerns with the reporting manager.

o    Prepare and analyze performance reports in depth, and provide Action Plans for daily, weekly, monthly, quarterly, and annual review meetings.

·         Others

o    Flexible to take on receptionist and service advisor responsibilities as required by company needs