To study individual technician productivity and efficiency according to FORD standard labor time.
Searching new customer
Build profitable customer relationship
Able to analyze customer complaints and maintain database.
The position will be responsible for supporting the culture of operational excellence and provide the strategic and tactical support to establish integrated, efficient, fast response, flexible, customer oriented, accurate, and cost effective operation
Actual time monitor by each and every job card by help of Service engineer & Service adviser.
Preparing daily, weekly, monthly reports requested by management which based on time. To provide special concern on corporate clients, call them on a daily basis for motivating to take service from W/S.
Search for new customers (Corporate), Call and fix the appointments.
Ability to use client database to make call for Ford, Volvo and mixed brand customers.
To call old and lost customers to strengthen the relationship with our valuable customers and motivate them to take service from our work Shop.
Capacity to calculate monthly percentage hit rate (Customers contacted/Calls attempted) and conversion rate (Vehicles reported to WS/Customers Contacted).
Ability to make customer retention report (Customer complains/Vehicle reported to W/S) on the basis of calculation and reasons of unsolved complains should be analyzed.
Capable to make CVP (Customer View Point) report and familiar with DIY Matrix.
Accustomed to Service marketing for ensuring Campaign and developing new market.
Cross checking after the campaign whether the customers reported in the W/S.
Spare parts sales through camps, noted and ability to analysis the profitability.
Familiar to conduct Post Repair Survey for all W/S customers.
Capability to analysis Complaints on priority basis and result noted with different attributes.
Monitoring the Routing of complaints to the concerned department and follow up till closure.
Post Repair Survey (PRS) to be done by calling each w/s customer after 3-5 days of vehicle delivery.
To make "Daily vehicles received/maintenance report".
To call three months back customers for general service reminder.
To make monthly Customer Satisfaction Index (CSI) report.
Bachelor degree in any discipline, Masters degree in any discipline
1 to 2 year(s)
The applicants should have experience in the following area(s): Face-to-Face Customer Support, Online (web/ e-mail) Support, Guest Relations/ Services
The applicants should have experience in the following business area(s): Automobile
Freshers are also encouraged to apply.
Age 24 to 28 years
Both males and females are allowed to apply
The ability to plan ahead and deal with unexpected appearance of customer.
Familiarity with American vehicles (Ford)
Flexible approach to work.
Good communication in English - written and oral.
Compensation & Other Benefits
As Per Policy
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