Customer

About the Role

The Customer role at Raam Autobahn involves proactive customer engagement, issue resolution, and revenue generation through value-added services.

Key Responsibilities

• Service & Appointment Scheduling: Proactively contact customers for periodic maintenance, scheduled services, or upcoming warranty expirations. Book and optimize service workshop slots.
• Grievance & Escalation Handling: Serve as the primary point of contact for customer complaints regarding product performance, service delays, or billing. Troubleshoot baseline queries and escalate technical issues to the service manager or technicians.
• Feedback & CSI Management: Conduct Post-Service Feedback (PSF) calls to monitor Customer Satisfaction Index (CSI) scores. Analyze negative feedback and collaborate with internal departments to address root causes.
• Documentation & Loan/Finance Assistance: Assist customers with post-sale paperwork, registration documents, tracking delivery milestones, or coordinating with banking partners for loan disbursement approvals.
• Revenue Generation (Value-Added Services): Inform customers about extended warranties, annual maintenance contracts (AMCs), service campaigns, or accessory upgrades without using high-pressure sales tactics.
• CRM Maintenance: Ensure meticulous data entry by tracking all customer touchpoints, ticket statuses, and service updates in the company's CRM platform (e.g., Salesforce, Zendesk, or custom ERPs).

Key Performance Indicators (KPIs)

• Customer Satisfaction Index (CSI) / Net Promoter Score (NPS)
• Service Retention & Turn-In Rate (Percentage of old customers returning for service)
• Complaint Resolution Rate / SLA Adherence
• Data Quality & CRM Accuracy