Customer Experience Executive

Main Activities and Responsibilities:  
 

Inbound Calls:  

• Answering all inbound calls landing on the Mercedes-Benz toll free number and addressing all queries from prospects and customers (e.g. offer product consultation, online store stock search support, contract generation, close sale) related to vehicle sales and MBFS products & services. 
• Responsible to provide customers with product/sales consultation  
• Sell vehicles  
• Handle customer’s sales complaints 

 
Outbound Calls:  

• Calls to be made by BDC staff to prospects and customers for a variety of reasons like supporting launch campaigns, lead generation, purchase experience survey, online sales etc. 
• Fostering of customer relationships with outgoing campaign/follow-up/satisfaction calls and lead generation.  
• End-to-end sales funnel tracking  
• Timely follow up with Agent Network, customers, and prospects within stipulated time periods to ensure that appropriate action has been taken on the lead which has been generated. This directly influences sales and customer experience.  

 
Live Chat  

• The BDC is responsible for the operations of the live chat and for communicating to customers via this medium. The live chat function is a critical function of our sales strategy.  

 
Online Sales via DCP/EMH  

• The BDC is responsible for converting leads to new car and demonstrator sales using MBAUP’s online store DCP/EMH.  
• Leads are generated through various sources either organically or through lead generation campaigns rolled out by MBAuP which are funneled to the BDC team responsible for online sales. This team in turn calls these leads, conducts a need analysis and attempts to convert the lead to an online or DTOS sale.  
• Conduct a proper follow-up with each customer who is interested in purchasing a Mercedes-Benz. This activity will directly impact the profitability of the organization and play a crucial role in customer experience.  

 
Query Management  

• It will be the responsibility of the BDC to address all queries received by any customer or prospect via any communication medium to MBAuP.  
• Ad hoc activities  
• Based on organizational needs the BDC will need to conduct ad hoc activities or functions. These could be mystery-shopping activities, updating the customer database etc.  

 
Internal Support 

• Providing assistance to non-customer facing BDC processes and operations in terms of reporting, Salesforce record merging, backend support, training and quality assurance 

Social Media Community Management Services:  

• Frequently monitoring channels and addressing in a timely manner. Monitoring must be ensured for at least ten hours a day, seven days a week.  
• Familiar with the comment management and escalation process and practice on a regular basis.