Sundas Wajahat

As a Customer Relationship Executive in Honda Centre an Authorized 3S automobile dealership, my primary responsibility were to ensure exceptional customer service and build strong relationships with customers throughout their buying, ownership and after sales journey.

1. Customer Engagement: Engage with customers in a friendly and professional manner, both in-person and through various communication channels such as phone calls, emails, and social media. Provide prompt responses to customer inquiries, addressing their concerns and providing accurate information about products and services.

2. Sales Support: Assist customers in the showroom, guiding them through the vehicle selection process, and providing detailed information about different models, features, pricing, and financing options. Collaborate with the sales team to schedule test drives, follow up with potential customers, and support the sales process from initial contact to closing the deal.

3. Relationship Management: Establish and nurture long-term relationships with customers by maintaining regular contact, understanding their preferences and needs, and providing personalized assistance. Proactively reach out to customers to offer service reminders, promote special offers, and gather feedback on their experiences with the dealership.

4. Complaint Resolution: Act as a point of contact for customer complaints or issues, listening attentively to their concerns, empathizing with their situation, and working towards prompt and satisfactory resolutions. Collaborate with the service and parts departments to ensure effective problem-solving and customer satisfaction.

5. Customer Follow-up: Conduct follow-up activities after sales or service visits to ensure customer satisfaction. This may include sending thank-you notes, conducting satisfaction surveys, and addressing any additional needs or concerns that arise.

6. Database Management: Maintain accurate and up-to-date customer databases, recording relevant customer information, preferences, interactions, and transactions. Utilize customer relationship management (CRM) software to track customer history, monitor customer satisfaction, and identify opportunities for future engagement.

7. Upselling and Cross-selling: Identify opportunities to upsell or cross-sell products and services based on customer needs, preferences, and previous purchases. Provide customers with information on accessories, extended warranties, service packages, or other relevant offerings that enhance their ownership experience.

8. Team Collaboration: Collaborate closely with other departments within the dealership, such as sales, service, finance, and marketing, to ensure a seamless customer experience. Share customer feedback, insights, and suggestions with the relevant teams to improve processes and enhance customer satisfaction.

9. Stay Updated: Continuously update your knowledge of the dealership's products, services, promotions, and industry trends. Stay informed about the latest automotive technologies, features, and market developments to provide accurate information and recommendations to customers.

10. Customer Retention: Develop and implement strategies to foster customer loyalty and retention. Proactively engage with existing customers to encourage repeat business, promote service appointments, and inform them about upcoming events or promotions.