Job Purpose

The Retail Customer Service Executive will be responsible for maintaining a high quality, customer-focused environment. Managing and growing the corporate customer portfolio, orienting them to the company products, responding to enquiries, providing information that helps them in making purchasing decisions ensuring exceptional customer service while maintaining maximum profitability. Develop strong relationships with customers, connecting with key business executives and stakeholders.Resume building

Summary of Key Responsibilities:

• Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, and following up to ensure resolution.
• Maintain existing customers through planned individual account support by calling and visiting regularly.
• Prepare reports by collecting and analyzing customer information.
• Identify new potential customers by obtaining market information and getting leads from existing clients.
• Communicate new products and services, special developments and any other useful information to customers.
• Ensure customer satisfaction by seeking customer feedback, analysing, effectively and efficiently responding to any complaints.
• Obtain testimonials from customers.
• Create and maintain a fleet profile for all existing and potential customers.
• Carry out market research, competitors and customer surveys to identify emerging customer needs.
• Creating customer service policies and procedures.
• Planning the training and standardization of service delivery.
• Maintain confidentiality of customer information at all times
• Conducting quality assurance surveys with customers and providing feedback to the staff.
• Maintaining a pleasant working environment for your team.
• Perform any other duties that may be required.

Required Skills and Competencies

• Excellent communication and presentation skills.
• Attention to detail
• Good Negotiating Skills
• Excellent Persuading and influencing.
• Ability to manage good relationship with customer and colleagues.
• Ability to multitask, prioritize and manage time effectively.
• Communications & Media Studies

Primary Areas of Accountability:

Qualifications and Experience

• Degree in a business-related discipline or Commercial Field
• A qualification in sales and marketing will be an added advantage
• Must have at least 4+ year experience in Customer Service or similar position in the automobile industry or with a Fitment/Tyre Company
• Must have good product knowledge of Fitment/Tyre industry
• Familiarity with CRM systems and practices will be a plus
• Strong phone contact handling skills and active listening.
• Good knowledge of automobile will be a plus
• Must have a valid driving license

QUALIFIED & EXPERIENCED FEMALES ARE ENCOURAGED TO APPLY FOR THIS POSITION

• Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, and following up to ensure resolution.
• Maintain existing customers through planned individual account support by calling and visiting regularly.
• Prepare reports by collecting and analyzing customer information.
• Identify new potential customers by obtaining market information and getting leads from existing clients.
• Communicate new products and services, special developments and any other useful information to customers.
• Ensure customer satisfaction by seeking customer feedback, analysing, effectively and efficiently responding to any complaints.
• Obtain testimonials from customers.
• Create and maintain a fleet profile for all existing and potential customers.
• Carry out market research, competitors and customer surveys to identify emerging customer needs.
• Creating customer service policies and procedures.
• Planning the training and standardization of service delivery.
• Maintain confidentiality of customer information at all times
• Conducting quality assurance surveys with customers and providing feedback to the staff.
• Maintaining a pleasant working environment for your team.
• Perform any other duties that may be required.

• Excellent communication and presentation skills.
• Attention to detail
• Good Negotiating Skills
• Excellent Persuading and influencing.
• Ability to manage good relationship with customer and colleagues.
• Ability to multitask, prioritize and manage time effectively.
• Communications & Media Studies

• Degree in a business-related discipline or Commercial Field
• A qualification in sales and marketing will be an added advantage
• Must have at least 4+ year experience in Customer Service or similar position in the automobile industry or with a Fitment/Tyre Company
• Must have good product knowledge of Fitment/Tyre industry
• Familiarity with CRM systems and practices will be a plus
• Strong phone contact handling skills and active listening.
• Good knowledge of automobile will be a plus
• Must have a valid driving license