Customer Relationship Management CRM

1Customer Relationship Management:

Utilize the CRM system to effectively manage customer inquiries requests and orders.

Build strong relationships with customers by providing exceptional communication and service.

Proactively manage customer expectations throughout the car buying process.

2Complaint Handling & Resolution:

Be the first point of contact for customer complaints received via phone email or online chat.

Actively listen to customer concerns understand the root cause of issues and work towards swift resolutions.

Document and track complaints within the CRM system ensuring proper followup and closure.

3Customer Data & Analysis:

Maintain accurate and uptodate customer data within the CRM system.

Generate reports and identify trends in customer interactions and complaints.

Utilize customer data to improve customer service processes and identify areas for platform optimization (collaboration with Product Owner).

4Customer Advocacy:

Advocate for the customer within the company ensuring their voice is heard and addressed.

Collaborate with other departments (Sales Marketing Product) to improve customer experience based on feedback.

Requirements

Minimum 23 years of experience in customer service or a related field.

Proven ability to build rapport with customers and provide exceptional service.

Strong communication and interpersonal skills both written and verbal.

Excellent problemsolving and conflictresolution skills.

Ability to work independently and manage multiple tasks simultaneously.

Strong attention to detail and a commitment to accuracy.

Bonus Points:

Experience in the automotive industry a plus.

Understanding of ecommerce platforms and online car buying trends.

Benefits