1. Maintain the environmental sanitation in the responsible area.
2. Smile, dress neatly (wear uniforms, badges and business cards), and greet users who enter the factory politely.
3. Establish a perfect "customer file" for users, and keep in touch with users for a long time, so as to query all the information of users so far in time.
4. After the customer arrives at the factory, fill in the receipt form carefully.
5. Be responsible for the fault diagnosis of the user's vehicle and reach an agreement (power of attorney) with the user.
6. Follow-up must be carried out within 72 hours after the repair (asking about the condition of the vehicle). If there are no special problems, record the contact date, time and content in the return visit record. If the customer is not satisfied, report to the superior and make sincere treatment as soon as possible.
7. Be responsible for transmitting the vehicle status information to the claims salesman, and be responsible for claims, technical appraisal and claims business.
8. Be responsible for conveying users' ideas to the maintenance engineer, describing the failure forms of vehicles and assigning tasks.
9, responsible for explaining the maintenance content.
10. Thank the customers who came to the store and send them to the parking lot.
1 1, power of attorney and related documents are filed monthly and stored in file bags.
12, the correct rate of customer information
13. According to the classification of customers, contact each customer at least once a month.
14, quarterly statistics, customer churn rate >; 5%。
1. Actively, enthusiastically and friendly receive customers, learn more about their needs, actively cooperate with customers to complete the fault diagnosis of their own vehicles, and determine the maintenance items and maintenance prices.
2, according to the wishes of customers, workshop workload and spare parts supply, timely and reasonably arrange maintenance plan and actively follow up the whole process, at the same time do a good job of customer explanation.
3, responsible for the active implementation of vehicle protection measures, responsible for the maintenance of vehicle seats, steering wheel, gear lever, pedal pad and other intuitive components to install protective covers.
4. Remind customers to take out valuables in the car in time to avoid customer losses and related disputes.
5. Actively provide users with reference suggestions on maintenance contents and put forward basic and accurate quotations.
6. Actively introduce and recommend various after-sales service projects and preferential promotions to customers.
7. If additional maintenance items are needed, the customer must be informed in time, negotiated with the customer in a friendly way, and obtained the user's permission and confirmation.
8. If the maintenance work is delayed and the car cannot be delivered at the scheduled time, the user should be informed as soon as possible, and the customer should be explained and corresponding remedial measures should be taken.
9. If the scooter is provided to the customer due to overhaul, it shall be reported to the superior leader in time and make a positive response to the customer according to the actual arrangement of the company.
10, actively implement and reasonably complete the scheduled maintenance projects according to the maintenance workload of the workshop and the relevant needs of customers.
1 1. Fill in the maintenance dispatch, vehicle file card, maintenance registration form, customer maintenance file and other information carefully, and be responsible for its standardization, completeness, accuracy and confidentiality.
12, responsible for the settlement of maintenance services and the handling of relevant procedures for vehicle delivery according to company regulations.
13. Be responsible for explaining all maintenance services to customers and providing daily knowledge and suggestions on vehicle maintenance.
14. Actively collect and feed back all kinds of quality information, technical information and fault information to serve the company's related service decision.
15, actively register the order, follow up the process, and notify the arrival of missing parts.
16. Carry out customer reception, maintenance progress follow-up and vehicle delivery in strict accordance with the nine steps required by the manufacturer.
17. Complete other tasks assigned by the leaders.
Responsibilities of Service Consultant II
1. Daily work: that is, the seven-step service process (booking, reception, filling in the dispatch list, maintenance, quality inspection and follow-up service).
2. Handle complaints by phone or face to face with customers, and restore customer files and customer vehicle files.
3. Collect customer-related information, such as customer needs, suggestions, marketing activities, etc., and give timely feedback.
4. Accept the consultation on the maintenance process, vehicle use and local vehicle regulations of automobile maintenance and approval.
5. Assist the front desk and workshop to work normally.
6. Strictly implement auto parts and claims related policies.
7. Actively provide customers with reference suggestions on maintenance contents, and put forward basic and accurate quotations.
8. Actively introduce and recommend various after-sales service projects and preferential promotions to customers.
9. Assist the service manager to carry out related work.
In addition to performing the duties of service consultants in the above-mentioned 4S stores, the service consultants of 4S stores must establish and keep in touch with customers during the service life of their vehicles, so as to maintain customers' brand loyalty. Provide customers with information and solutions about products and services to meet their needs and desires.
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