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Category: Customer Support/Call Centre

Customer Relationship Officer

Anwar Group of Industries.

Vacancy

2

Job Context
  • 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
Job Responsibilities
  • 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.
Employment Status

Full-time

Educational Requirements
  • Bachelor degree in any discipline, Masters degree in any discipline
Experience Requirements
  • 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.
Additional Requirements
  • 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.
Job Location

Dhaka

Salary
    Negotiable
Compensation & Other Benefits
  • As Per Policy
Job Source

Bdjobs.com Online Job Posting

Read Before Apply

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Apply Procedure

Application Deadline : June 23, 2018
Company Information
Anwar Group of Industries.
Job Summary

Published on: May 24, 2018

Vacancy:  2

Employment Status: Full-time

Experience: 1 to 2 year(s)

Gender: Both males and females are allowed to apply

Age: Age 24 to 28 years

Job Location: Dhaka

Salary: Negotiable

Application Deadline: Jun 23, 2018

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