Customer Relation Executive

3 weeks ago


Mussafah, United Arab Emirates AL MARAGHI AUTO REPAIRS Full time

**Role & Responsibilities of a Customer Relationship Executive**:

- Attend telephone calls of Customers.
- Forward all issues to the Service Advisors / Reception Supervisor, if required.
- Interact with customers and attend to their queries and enquires.
- Make calls for Appointment and ensure inflow of customers as per set target
- Make Service Reminder calls and ensure inflow of customers as per set target
- Record customer complaints from various sources and coordinate to resolve them
- Act as a single point of contact to resolve customer grievances and other customer issues.
- Make a report of customer grievances, complaints and recommendations and report the same to the supervising manager.
- Ensure that the Front Office staff appropriately solves all customer grievances.
- Independently engage with customers to collect feedback and improve CS
- Conduct surveys and collect feedback through various forms to gauge CS
- Analyse the various feedback received and prepare action plan to reduce the same
- Analyse the reasons for Complaints with Action plan and discuss with the Management
- Determine / establish SOP & processes as per Mercedes Benz guidelines wherever required
- Highlight deviations in the present SOPs and seek approval for implementation
- Prepare & coordinate with vendors on Marketing materials like brochures, stationary etc
- Oversee the digital media like Google reviews etc and coordinate with digital marketing vendors
- Daily monitoring of social media to ensure the Company is always in the Forefront of competition
- Work in tandem with the company policies and norms.
- Effectively coordinate work processes with other internal departments of the organization.
- Support the Finance section and Admin section as & when required
- Complete all tasks as delegated by the supervising authority.
- Prepare and submit daily, weekly and monthly reports

**Job Types**: Full-time, Permanent

**Salary**: AED5,500.00 - AED6,500.00 per month

Ability to commute/relocate:

- Mussafah: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor's (required)

**Experience**:

- Customer Service: 3 years (required)

**Language**:

- Arabic & English (required)
- Arabic (required)


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