Job Description

??To manage interactions with customers, addressing their inquiries and resolving any issues they may encounter.

?Responsible for Showroom CI, car display, Demo cars Logistics, stock and leads management.

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Key Accountabilities

??Roles and Responsibilities

?Issue Resolution

: Address customer complaints and concerns promptly and efficiently. Work closely with relevant departments such as service, sales, and technical support to resolve issues and ensure customer satisfaction.

?Relationship Building:

Build strong, long-lasting relationships with customers by understanding their needs and preferences. Anticipate their requirements and provide personalized assistance to enhance their experience.

?Product Knowledge

: Develop a comprehensive understanding of our automotive products and services. Educate customers about the features, benefits, and maintenance requirements of our offerings to ensure they derive maximum value.

?Process Improvement

: Identify opportunities for process optimisation and enhancement to streamline customer interactions and improve overall satisfaction. Collaborate with cross-functional teams to implement solutions that enhance the customer experience.

?Lead capturing:

To manage and capture all leads coming from different channels. Prepare and submit various reports as per the business needs.

?Marketing activities:

?Data Capture: Collaborate with the Sales Team to create customer profiles in SF and capture the small data (as measured by the weekly manual checks). ?Engagement Rate: Ensure weekly calls/messages to the Inactive Customer Database as per the set targets. ?Event Management: Collaborate with Marketing, Sales and CRM teams during the events, which includes distribution of the invitations, management of the RSVPs and follow up messages. ?Planned Photoshoots: Prepare the vehicles for the planned photoshoots by arranging the Gate Passes and coordinating with the drivers and cleaners.

?Showroom Look & Feel:

?Daily management of the content on the Showroom screens according to the CI ?Maintain the ambiance of the Showroom, which includes the lighting and background music.

?Handover Experience:

?Building customer profiles and recording preferences in collaboration with the Sales Team. ?Creating custom delivery packages tailored to each customer. ?Coordinating with Marketing and the supply chain to ensure all necessary items are ordered and available. ?Holding briefings for the team to ensure everyone is aware of when the handover is scheduled and what the customer experience entails.

?Demo cars booking:

to ensure that the demos are ready for test drive on daily basis, proper documentation and updates on teams/ outlook calendar. Follow up on fines payment and services intervals for demos.

?Vehicle delivery :

Support the sales team in delivery arrangement ( car preparation , flowers and accessories , registration documents ).?

Key Performance Areas (KPAs)

??Test Drive target: Test drive vs Monthly target .

?Sales Conversion Rate: The percentage of leads or inquiries that result in a vehicle sale.

?Customer Satisfaction (CSAT) Score: Feedback from customers regarding their satisfaction with the sales process.

?Keyloop and CRM System: Metrics related to the completeness, accuracy, and consistency of data stored in Salesforce/ Keyloop. ?

Qualifications/Experience

??Minimum 2 years in a customer contact role ?Impeccable self presentation ?Ability to handle difficult customers ?
Job Type: Permanent

Application Question(s):

How many languages do you speak professionally? Does a monthly salary of AED 8,000 + vehicle meet your salary expectations? Notice period (In days) Are you comfortable working in both CRM and F2F customer experience, as this role requires?
License/Certification:

* UAE Driver License (Required)