1. Carryout Purchase & Delivery Satisfaction Surveys (PDSS) to new customers within the stipulated timeframe, and consolidate the results in a weekly / monthly report. 2. Work with internal teams to improve customer insight and satisfaction, timely follow-up on the concerns / complaints / feedback with the relevant department to meet the customer expectations. 3. Follow up closely with Customer Profiling data obtained from Sales Dept and PDSS Surveys and ensure that all data is updated in the GM Control Centre. 4. Handle inquiries from VIP customer segments and assist in providing high quality service with personalized treatment, in managing their complaints, inquiries and requests. 5. Handle new vehicle inquiries (SMS / Phone – Inbound & Outbound / Email / Online Portals / launch events) 6. Assist in calling Hot Leads and follow up with them based on their interest level and needs to find opportunities to cross-sell or up-sell based on information available. Forward them to the relevant Sales Consultants to close the deal. 7. Capture referrals during interactions with customers wherever appropriate, and record them as Hot Leads. 8. Communicate courteously with customers by telephone, email (or face-to-face) if required. 9. Assist in the administration of customer lifecycle communication activities. 10. Update the Customer Profiling information obtained from Sales Department as well as through PDSS Surveys and ensure that all data are updated in the Auto line System 11. Assist in database cleansing tasks 12. Work as a team to raise the level of customer satisfaction for the organization
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