Job Description:
Being a PRE you project the premium image of Mercedes Benz and are friendly polite and well mannered.
You are responsible for establishing and maintaining a personal contact with the customer over the
lifecycle of his vehicle and keep the customer loyal to the brand. You provide the customer with primary
information and solutions on product and services to meet his needs and desires. Being the first point of
contact for the customer, you have to represent Mercedes Benz brand effectively and positively.
Qualification
You are graduated from any faculty or have a diploma in engineering.
Training
Participation in the manufacturers trainings as well as external soft skill trainings.
Experience
Automotive experience with required interpersonal & Communication skills.
Competencies
Interpersonal & Social competence
You are able to relate to the customers needs and options.
You are able to handle objections and overcome rejections. You are able to balance personal
involvement and professional distance.
You have high self-esteem, and you are controlled and focused even in stressful situations. And you
can handle conflicts and resolve it amicably.
You remain calm and factual and are guided by a win-win solution.
You See feedback as an opportunity to improve and opens channels for feedback. You also provide
feedback which is objective and constructive in nature.
You can put yourself in the position of others and tries to comprehend the point of view of the others.
You listen carefully, and can identify the underline meaning and real demands.
You build a relationship with the customer that is based on honesty, mutual respect, confidence and
mutual trust.
You talk clearly in the language that the customer will understand and avoids using jargons.
You are a good team player and always support and motivate your colleagues.
Method & process competence
You Understand and are aware of business management co-relation, e.g. Customer satisfaction, root
cause analysis, you are responsible to a large extent for CSI.
You use service marketing tools to increase After-Sales business.
You take an interest in local cultural events, sports and politics and are well informed about regional
events and developments.
You are motivated by work and takes pleasure in it and you are absolutely convinced about what you
are doing.
You know the history, mission & vision and the organization of the Daimler Group.
You work according to the MB service processes and standards.
Specialist competence
You are an expert in implementing Customer Relationship Strategy.
You represent the brand, and you are the long term personal partner of the customer and provide
orientation by information.
You are an important point of contact, and are a facilitator between the needs of the customer and
the company.
You take care of the customer relationship in every stage of the ownership, supported through
Marketing and Service Programs.
Contributes to the critical interaction and dialogue after the vehicle has been purchased, builds up
confidence, trust and loyalty with the Customer.
You have good communication skill, brief knowledge of the MB vehicles, Dealer policies and service
products.
IT competence
You have general PC skills and knowledge of Office appliances (e-mail programs, e.g. MS Office, the
Internet, e-business, intranet, etc.).
You independently administer prospective customer databases.
You have a sound knowledge of current After-Sales IT tools and are able to use these (e.g. VeDoc,
DMS, EVA, etc.)
Tasks
Maintain Customers Data Base
All Workshop Customers data to be maintained with correct and latest account details (Contact no.
contact person name, e-mail ids, bill to account, etc.).
Scheduling an Appointment
Accept service booking and register in the appointment sheet.
Accepted appointments to be informed to respective Service Advisors, Service Manager and Parts
department.
Making a prior call for reconfirmation of appointments.
Welcome and greet customers
Customers arrived at reception to be greeted and introduce to respective service advisors in case all
service advisors are busy.
Preparing Analysis
Vehicles which have not visited from last two years to be extracted from eDealer and inform to the
Service Manager.
Instant feedback analysis to be done.
Service follow up analysis to be done.
Root cause analysis to be given to Service Manager.
Follow-up Service for Customer
7th day follow up call to be made.
Positive and negative feedback with analysis to be given to Service Manager.
Complaint management
Register customer complaint in eDealer.
Use the complaint source as walk in, emails, letters referred by MBIPL, SFU etc.
Root cause analysis of customer complaint.
Build and enhance customer relationship
Reminder of Service.
Promotion of companys activities in relation to service, parts and car sales campaign.
Interaction Partners
As a Customer Relation Executive, you demonstrate a maximum of appreciation, professionalism and
competence towards your colleagues and customers. Finding the optimal individual solution for the
customer is the goal of all contact.
Customer Care Department
These colleagues assist you with customer contact in the service field:
Certified Service Advisor
Service Receptionist
Cashier
Customer/suppliers/public
Acquire new customers, conduct public relations and negotiate prices, conditions and contractual
agreements.
Represent the service outlet.
Workshop department
You consult with the following colleagues for solutions to all service work on the customers vehicle:
Workshop Foreman
Works Manager
Sales & marketing team MB India
Salary: Not Disclosed by Recruiter
Industry:Automobile / Auto Anciliary / Auto Components
Functional Area:ITES , BPO , KPO , LPO , Customer Service , Operations
Role Category:Voice
Role:Associate/Senior Associate -(NonTechnical)
Keyskills:
Service Marketing Reception Receptionist Activities Administration Sales Management Customer Relationship Customer Care MS Office Cashier Activities Service Management
Desired Candidate Profile:
Please refer to the Job description above
Education-
UG: Any Graduate – Any Specialization
PG:Any Postgraduate
Doctorate:Any Doctorate – Any Specialization
Company Profile:
Raam Autobahn India Private Limited
We are Silver Star, the biggest retail channel partner for Mercedes-Benz in Andhra Pradesh & Telangana.
There is never a dull moment at Silver Star; we are always surrounded by the most luxurious cars ever made by mankind. We sway between work and fun with absolute ease. The struggle for us @ Silver Star is not to wake up every morning and get to work, which we do with much joy, but to change the way the Automobile Industry in India is perceived. We want to make a difference to the way luxury automotive retail businesses in India are run.
There is one thread that ties everyone @ Silver Star, that we have the same DNA, passion and accountability in owning our responsibilities.
Contact Company:Raam Autobahn India Private Limited
Reference Id:PRE – AfterSales