Customer Relations Executive (Car Rental)
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About This Role
Role Overview
The Customer Relationship Executive will be responsible for enhancing customer satisfaction and loyalty through handling concerns of all customers with the objective of improving the organization’s overall customer satisfaction ratings.
Key Responsibilities
- Generating sales leads from existing customers and forwarding them to the sales team.
- Addressing customer queries and complaints promptly, aiming to provide exceptional customer service and foster strong customer relationships. Swiftly escalating and resolving customer complaints.
- Maintaining records of contract renewals and proactively initiating renewals or offering new products before the contract term ends.
- Communicating client needs and requirements to the operations department as necessary.
- Implementing and managing a continuous referral program.
- Coordinating vehicle pick-up and drop-off arrangements for customers.
- Assisting in the organization of client promotional events.
- Handling payment collection and managing invoicing processes.
- Developing and implementing customer-centric processes and enhancements to enhance service usage.
- Cultivating and nurturing profitable relationships with all customers.
- Keeping customers informed about the resolution status of their concerns, complaints, and latest product offerings to boost sales.
- Compiling monthly customer service performance reports.
- Expanding the customer base through upselling and cross-selling initiatives.
- Promoting the use of CRM programs among all customers.
- Conducting competitor analysis and devising strategic plans accordingly.
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