Job Description

Overview of the role:

Ensure courteous and professional handling of the customer during the latter's visit to Bodyshop and prepare estimates that ensure Customer Retention and Profitability.

What you will do:

•  Build long-term relationships with customers to ensure customer retention & loyalty. 

•  Achieve financial objectives by upselling & discount control, to meet monthly revenue targets.

•  Actively engage with the customer through consultation on customer needs & service requirements, through the whole service process, in order to ensure vehicle is fixed right the first time. 

•  Coordinate with the Production Team to ensure timely progress update of Vehicle to customers at all times to keep the customer informed and to maintain the on-time-delivery commitment.

•  At the time of delivery (of the vehicle), ensure that the customer is provided detailed explanation of all work performed & cost associated with those repairs, for the customers to understand the value-addition of services rendered by the business. 

•  Effectively manage customer complaints to satisfactory closure of all complaints, to sustain & improve the Customer Service Value & Net Promoter Scores.

•  Active compliance to all Standard Operating Procedures, Company policies & Distributor Programs to ensure consistency in the customer experience. 

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