Car Delivery cum Customer Satisfaction Specialist
2 days ago
We are seeking enthusiastic and customer-focused Car Delivery and Customer Satisfaction Specialists to join our BYD BY JC team. This role is responsible for managing the vehicle delivery process and ensuring an exceptional customer experience, while also overseeing the Net Promoter Score (NPS) process to maintain high customer satisfaction. By handling deliveries and post-delivery follow-ups, you will enable our sales consultants to focus on sales, ensuring a seamless and delightful experience for our customers.
Key Responsibilities: Vehicle Delivery Management: Coordinate and execute the delivery process for new vehicles, ensuring a smooth and professional handover to customers.
Conduct thorough vehicle walk-throughs, explaining features, technology, and maintenance requirements to customers.
Ensure vehicles are prepared to the highest standard (cleaned, fueled, and inspected) before delivery.
Schedule and manage delivery appointments in coordination with sales consultants and customers.
Customer Experience and Satisfaction: Deliver exceptional customer service during the delivery process, creating a positive and memorable experience.
Address customer questions or concerns during delivery, escalating complex issues to the General Manager when necessary.
Act as the primary point of contact for post-delivery follow-ups to ensure customer satisfaction.
Net Promoter Score (NPS) Management: Administer NPS surveys to customers post-delivery, ensuring timely and accurate collection of feedback.
Analyze NPS responses to identify areas for improvement in the delivery and customer experience process.
Follow up with customers to address any concerns raised in NPS surveys, aiming to resolve issues and enhance satisfaction.
Report NPS trends and insights to the General Manager to drive continuous improvement.
Collaboration and Documentation: Work closely with sales consultants to ensure a seamless transition from sale to delivery.
Maintain accurate records of delivery schedules, customer interactions, and NPS data.
Coordinate with the service and detailing departments to ensure vehicles are delivery-ready.
Qualifications and Skills: Experience: Previous experience in customer service, automotive delivery, or a related field is preferred but not required. Training will be provided.
Customer Focus: Exceptional interpersonal skills with a passion for delivering outstanding customer experiences.
Communication: Strong verbal and written communication skills to explain vehicle features and engage with customers.
Organization: Ability to manage multiple delivery schedules and prioritize tasks effectively.
Technical Knowledge: Basic understanding of electric vehicles (EVs) and their features is a plus; willingness to learn about BYD vehicles is essential.
Data Skills: Comfortable using digital tools to administer surveys, track NPS data, and generate reports.
Team Player: Ability to collaborate with sales, service, and management teams to achieve dealership goals.
Driver's License: Valid driver's license with a clean driving record.
Why Join BYD BY JC? Be part of a leading electric vehicle brand committed to sustainability and innovation.
Work in a dynamic team environment with opportunities for growth and development.
Directly contribute to customer satisfaction and the success of our dealership.
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