Digital Marketing / NPS Calling Automobile

Key Responsibilities:

• Conducting NPS Surveys:
• Making phone calls to customers to administer the NPS survey, which typically involves asking a single question about their likelihood to recommend the business.
• Gathering Customer Feedback:
• Actively listening to customer responses and taking detailed notes on their feedback, both positive and negative.
• Analyzing Feedback:
• Identifying trends and patterns in customer feedback to understand common issues and areas for improvement.
• Following Up with Customers:
• Contacting customers who provided negative feedback to address their concerns and attempt to resolve issues.
• Providing Feedback to Management:
• Communicating NPS results and identified areas of improvement to the relevant teams (e.g., service, sales).
• Working with CRM Systems:
• Utilizing customer relationship management (CRM) systems to track customer interactions and feedback.
• Contributing to Service Improvement:
• Participating in efforts to improve customer satisfaction and loyalty based on the collected feedback.

Skills and Qualifications:

• Excellent Communication Skills: Strong verbal and written communication skills are essential for effective phone conversations and documentation.
• Active Listening Skills: Being able to attentively listen to and understand customer feedback is crucial.
• Customer Service Skills: A customer-focused approach and the ability to handle customer concerns with empathy and professionalism.
• Analytical Skills: The ability to analyze data and identify trends in customer feedback.
• Problem-Solving Skills: The ability to identify and address customer issues and work towards solutions.
• Knowledge of Automotive Industry: Basic understanding of automotive service and sales processes can be helpful.
• Excellent System Knowledge along with Typing Skills
• Net Promoter Score (NPS) Knowledge: Understanding the NPS methodology and its significance.

In essence, this role acts as a bridge between the customer and the business, ensuring that customer feedback is heard and used to improve the overall customer experience in the automotive industry.