Customer Service Executive
Job Summary
The Customer Service Executive is responsible for managing service quality and enhancing customer experience in the automotive after-sales sector. This role involves monitoring performance metrics such as NPS and CSI, analyzing customer feedback, and implementing service improvement strategies. Additionally, the position focuses on driving customer delight initiatives and ensuring operational compliance with service standards.
Responsibilities
- Monitor NPS and CSI scores
- Analyze customer feedback
- Develop action plans for service delivery
- Prepare satisfaction trend reports
- Execute customer engagement programs
Required Skills
- Service Quality Management
- Data Analysis
- Customer Relationship Management
- Reporting and Insights
- Process Improvement
Job Details
Key Responsibilities:
Service Quality Management:
- Monitor and track NPS and CSI scores to evaluate performance against quality benchmarks and ensure service consistency.
Customer Experience Enhancement:
- Analyse feedback from surveys, complaints, and escalations to identify improvement areas.
- Develop and implement effective action plans with aftersales teams to strengthen service delivery.
Reporting & Insights:
- Prepare detailed reports and analysis on customer satisfaction trends, using insights to recommend strategic improvements and establish service excellence benchmarks.
Customer Delight Initiatives:
- Plan and execute customer engagement and appreciation programmes, including seasonal campaigns, to boost overall satisfaction and brand loyalty.
Process & Compliance:
- Ensure adherence to service quality standards, recommend process improvements, and implement corrective actions to maintain optimal operational efficiency.