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Job Description
Coordinating the internal customer care team
Ensuring that the internal and external customer teams are acting according to standards
Following-up on implementation of action plans
Monitoring, reporting and analyzing the customer complaints
Controlling and analyzing the workshop quality standard
Ensuring the implementation of QMA procedures
Controlling and monitoring customer data updates
Controlling and maintaining of the Loaner cars
Preparing and maintaining customer database for Loaner cars
Putting forward suggestions for improving the quality on customer services
Monitoring and controlling in co-ordination with the technical department the campaigns fill rates
Conducting internal audits on job car quality based on guidelines
Controlling and monitoring scrap procedures
Conducting and analyzing internal quality checks
Increasing customer satisfaction and loyalty,
Optimizing work processes that influence customer satisfaction in cooperation with the respective department heads,
Handling customer complaints on priority basis
Improving the overall quality on the service
Developing and implementing customer care actions and initiatives for Service Department
Meeting and greeting customers arriving in the Showroom
Booking customer APP as per workshop planning systems
Ensuring that waiting customers have been made comfortable & are being well looked after
Following all QMA instructions in regard to customer consultations
Handling initial verbal complaints from customers & directing them to the responsible person
Identifying methods for improvement in floor traffic control
CRM follow up
