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Customer Relations Executive
Mody Auto India Pvt. Ltd.
Hyderabad / Secunderabad

About Company:
MODY GROUP - COMPANY PROFILE - AN OVERVIEW
Mody Group began it’s journey with a family run business of Hero Honda Dealer, named as Mody Motors in the year 1984 by the Chairman Mr. Kiran Mody. With a very strong brand name and a customer base of more than 2,00,000 , Mody Motors has won several awards and accolades from their principals M/s Hero Honda Motors Ltd. Being the No. 1 Dealers For Hero Honda in South India for the year 2005/06, Mody Motors was acknowledged as one of the top 10 dealers in Hero company and are known to be innovative and customer driven organization.

Providing a new insight and growth to the business, the Managing Director, Nihar Mody, added 4 wheeler automobile product dealership like Mody Ford, Metro Honda, Volkswagen Deccan, Volkswagen Mumbai, Volkswagen Thane, Volkswagen Vizag, Volkswagen Goa, and coming up at Volkswagen Rajamumdry and taken to a new height.

Mody Ford, started operation in 2005 and gradually emerged into a leading authorized dealer for Ford. The company thereafter took up dealership of Honda and Volkswagen in 2010, 2011, 2015 2018 respectively. The Mody Group is known as a Customer oriented and employee driven organization.

Job Details:
Objectives of the Job:
Improve Customer satisfaction by implementing CSI improvement plans as recommended by company and
also as initiated by the dealership. Act as one point contact for all customer complaints related to sales.
Develop and implement a mechanism to capture customer feedback at various steps which will help to
define proper counter measure to improve Customer Satisfaction. Responsible to create delight for
customers during the delivery process
Job Description:
CSI Improvement
? Discuss with marketing and CRM Manager and Sales manager to develop an action plan for CSI
improvement at the dealership
? Develop and implement a mechanism to capture customer feedback at various stages in sales
process (like test drive feedback, feedback on overall sales experience etc.)
? Capture customer feedback post-delivery through feedback form and analyse the customer
feedback
? Develop counter measure to eliminate negative feedback from customers in future
? Conduct post sales follow-up to capture customer feedback in case if customer has not yet returned
the feedback form
? Update customer follow-up’s in DMS
? Coordinate with company’s CS team and marketing team for CSI surveys, CRM activities etc.
? Provide feedback to sales department on customer complaints or any other issues
Delivery Process:
? Coordinate with sales consultants and delivery process coordinators to ensure 100% preparations
for new vehicle delivery.
? Prepare arrangements for gifts, bouquets, flowers, photograph during delivery process
? Ensure customer delight during new vehicle delivery process by implementing innovative and
exciting ideas during delivery process
CR Activities:
? Develop monthly, quarterly and yearly plan for CRM activities with the support of Marketing and
CRM manager
? Conduct CRM activities like direct mailers, customer meets, customers driver’s training etc.
? Communication to all the customers through telephone, direct mailer on all CRM activities
Customer Database Management:
? Check in DMS whether all the mandatory fields are recorded.
? Provide feedback to sales executives in case of any missing fields in DMS
? With the support of telemarketing team & After sales team , old customer database cleaning has to
be done, in terms of checking and updating the contact and
Job Reference Code: MF003
Salary: 1.50-2.50 LPA
Qualification: Any Graduation
Job Segment: Premium Cars
Experience: 2 - 5 yrs
Job Type: FULL TIME

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