Customer Experience Executive

Customer Experience Executive responsible for handling inbound and outbound calls, live chat, online sales, and query management for Mercedes-Benz customers. Key responsibilities include selling vehicles, handling customer complaints, and providing product consultation.

Requirements

• Answering all inbound calls and addressing all queries from prospects and customers
• Providing customers with product/sales consultation
• Sell vehicles
• Handle customer's sales complaints
• 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
• Operations of the live chat and for communicating to customers via this medium
• Converting leads to new car and demonstrator sales using MBAUP's online store DCP/EMH
• Conducting a proper follow-up with each customer who is interested in purchasing a Mercedes-Benz
• Addressing all queries received by any customer or prospect via any communication medium to MBAuP
• Conducting ad hoc activities or functions as required
• Providing assistance to non-customer facing BDC processes and operations
• Frequently monitoring social media channels and addressing in a timely manner
• Familiar with the comment management and escalation process