Customer Experience Officer

• customer Welcome & Reception: Greet customers visiting the showroom, understand their requirements, and direct them to the appropriate sales consultant.
• Customer Enquiry Management: Record customer details, vehicle preferences, and enquiries accurately in the CRM system.
• Test Drive Coordination: Coordinate test drives, ensure vehicle availability, and follow up with customers after the test drive.
• Vehicle Delivery Experience: Coordinate with the sales, finance, insurance, accessories, and registration teams to ensure smooth and timely vehicle delivery.
• Customer Follow-up: Contact customers after showroom visits, test drives, bookings, and vehicle deliveries to gather feedback and address concerns.
• Customer Satisfaction: Conduct customer satisfaction calls and surveys, monitor feedback, and take corrective action where necessary.
• Complaint Handling: Listen to customer concerns, resolve routine issues professionally, and escalate complex complaints to the concerned manager.
• CRM & Documentation: Maintain accurate customer records, feedback reports, follow-up schedules, and complaint logs.
• Coordination with Service Team: Assist customers with service appointments, service-related queries, and coordination with the after-sales department.
• Customer Retention: Build positive customer relationships and encourage repeat purchases, referrals, and long-term loyalty.
• Brand Standards: Ensure customer interactions and showroom experiences reflect Tata Motors' customer service standards.
• Reporting: Prepare daily and monthly reports on customer feedback, satisfaction scores, complaints, and follow-up status.

Pay: ₹18,000.00 - ₹25,000.00 per month

Work Location: In person