Customer Relation Manager/Executive-(Exp: 4.0 Yrs To 10 Yrs)-(CTC: 5.0 LPA To 7.0 LPA) -Jaguar, LAND ROVER Showroom @Pimpri Chinchwad (Pune)

Posted: 19th January 2023

Client: Jaguar, LAND-ROVER Showroom @Pimpri Chinchwad (Pune)

Job Description:

Overall Job Purpose

Responds promptly and professionally to all visitors and incoming telephone calls to provide an exceptional customer
experience. Proactively supports Sales and Service teams to achieve their objectives.

Develops Customer Relationships

 Demonstrates the JLR Customer First Behaviours in all interactions with customers and colleagues
 Builds effective relationships with customers, striving to meet and exceed their expectations
 Communicates clearly, asking questions to find out what assistance and information customers require and
records information provided
 Ensures colleagues in Sales, Service and Parts teams are provided with accurate customer details
 Ensures all customer queries are dealt with in a professional and friendly manner
 Ensures all telephone calls are dealt with according to Dealership standards and guidelines
 Handles dissatisfied customers courteously, involving the relevant colleague or manager to achieve a resolution
 Encourages visitors to browse the showroom and use the facilities available while they wait

Introduces colleagues to meet the customer’s needs
 Introduces relevant members of the team to the customer, ensuring that the colleague concerned is aware of the
customer’s requirements
 Maintains contact with the customer throughout their visit to ensure satisfaction and acknowledges them when
they leave
 Monitors visitors outside the showroom (e.g. on the forecourt) and makes the relevant colleague aware so they
can greet the customer

Maintains the showroom environment
 Ensures the reception area is staffed and kept clean and tidy at all times in order to uphold JLR and Dealership
standards
 Maintains the showroom environment including customer waiting area (e.g. lighting, heating, music, TV screen and
general tidiness and cleanliness) in accordance with dealer guidelines
 Works with the management team to support promotions or events with changes to the showroom environment
(e.g. changes to support themed promotions)

Works as a full member of the Dealership team
 Works with colleagues across the Dealership to achieve team objectives
 Works with colleagues across the Dealership to investigate and resolve customer complaints
 Understands and follows JLR operational guidelines
 Ensures opportunities for sales are followed up by the appropriate colleague
 Contributes to local marketing activity defined by Sales and Service teams
 Maintains a professional manner and high standards of personal presentation at all times
 Uses feedback to improve own skills and performance
 Adheres to legal, environmental and health and safety requirements, ensuring the safety and security of people,
vehicles and property at all times, reporting any known faults or hazards

Key Success Criteria

 Customer satisfaction targets (e.g. CLP, mystery shop)
 Communication & Interpersonal Skills
 Level of reactiveness to resolve concerns/complaints
 Sales Core Process delivery/compliance (e.g. telephone queries answered and resolved within the agreed number
of rings)
 Personal training and development targets