Client Relationship Executive

The Customer Relations Executive (CRE) is the primary point of contact for ensuring a premium customer experience within the Honda showroom. This role focuses on bridging the gap between sales inquiries and final delivery, maintaining high customer satisfaction (CSI) scores, and managing post-sales relationships to encourage referrals and repeat business.

Key Responsibilities

1. Customer Engagement & Hospitality

• Greet walk-in customers and ensure they are attended to by the sales team promptly.
• Maintain a welcoming showroom environment that aligns with Honda’s brand standards.
• Manage the "Customer Help Desk" and handle initial inquiries regarding vehicle models, pricing, and availability.

2. Lead Management & Documentation

• Follow up with "hot" and "warm" leads generated through digital platforms or walk-ins.
• Maintain accurate customer records in the CRM software.
• Assist the sales team in completing documentation for bookings, financing, and insurance.

3. Sales Coordination & Delivery

• Coordinate with the workshop and accounts team to ensure vehicles are ready for the promised delivery time.
• Conduct a "Grand Delivery" ceremony for customers, explaining warranty terms, service schedules, and basic vehicle features.

4. Feedback & Grievance Redressal

• Conduct Post-Delivery Follow-up (PDFU) calls to gather feedback on the purchase experience.
• Address customer complaints or concerns immediately, escalating them to management when necessary.
• Analyze monthly Customer Satisfaction Index (CSI) reports and suggest improvements.