Job closed
Ref: NP074-62
Job description / Role
• In charge of the management of customer claims and complaints generated by Sales Passenger,(Commercial and Service Centers (emails, telephone calls, walk-ins) - complaint management system reporting , ticketing and fulfillment.
• In charge of the guaranteeing that the customer reception process, information gathering and input in the CRM/ERP system is conducted thoroughly and professionally by the entire sales force.
• Responsibility of the Quality and process of Thank you letters and loyalty cards issuance to be sent after the delivery of each car, with proper follow-up phone calls by the sales team.
• In charge of improvement and analysis of the CSI reports generated by the Corporate CRM and communication to all involved departments in Motorcity.
• Planning and monitoring customer service and satisfaction improvement activities.
• In charge of grooming and standards development (including uniforms) of all the receptionists and sales force.
• In charge of the development and continuous maintenance, and training of the Sales Force Manual ( for existing and new staff).
• Customer Newsletter Information Gathering.
• Customer Relations Website contact and information request management.
• Direct Marketing Campaigns coordination and reporting.
• Customer Loyalty Programs coordination.
• Customer relations reporting (walk-ins/test drive/Trade-In/complaints/….)
Requirements
Westerner/Lebanese Female with Bachelors degree and strong customer relations experience
Should be able to handle the management of customer claims and complaints, CRM/ERP systems alongwith customer relation reporting.
About the Company
Management Information Resource Associates - MIRA is an independent, UK and Bahrain based Consultancy Practice that offers business consultancy services and comprehensive business solutions across a wide range of industries, business sectors and government organizations. MIRA works on implementing lucrative partnerships with organizations which we believe have growth potential with the geographic focus on promising locations in the Middle East. Our approach balances the risks and builds on the region's untapped opportunities. We create tailor-made solutions that cater for organizations in the region, while enhancing international best practices and benchmarks.