Business Development Coordinator

Job Description

This role is a client service-facing role and is divided into 3 streams; Common, Inbound, and Outbound Responsibilities. This position has the primary responsibility to service customers in all non-traditional service channels including web, email, portals, social media, instant messaging, etc.Major roles and responsibilities will include but not be limited to the following:Common responsibilities

1. Following policies and procedures by entering client information, inquiries and confirm scheduled bookings done on digital platforms (phone calls, web, emails, brokers? platforms, social media, instant messaging, etc.)
2. Maintaining and updating accurate client information in the databases / CRM
3. Updating customers on the status of service and bookings, prices, terms, and conditions, etc.
4. Performing sales activities across all platforms including asking questions, scoping, handling objections, answering needs and requirements, and cross / up-selling
5. Assisting in other administrative duties like filing, statistics, reporting, and others as decided by Management
6. Escalating issues to Management as needed
7. Reporting on customer service and marketing campaigns status as and when needed
8. Maintaining communication equipment (phones, computers, queuing system, etc.) and report related problems
9. Getting updated on customer experience and technical job knowledge by studying new procedures and participating in training opportunities

10.?Performing any other task needed for the success of the CompanyInbound responsibilities

1. Managing incoming requests for services and calendar bookings after coordinating with the Operation Department
2. Obtaining client information by answering inquiries from all channels including walk-in, phone calls, emails, web and confirm the accuracy of information provided
3. Following scripts for client inquiries regarding operations, price quotations, and other information
4. Coordinating with the Garage and Operation Departments for vehicle maintenance (B2B), replacement vehicles, service availability and time-to-service, and vehicle pick up and drop-offs
5. Checking emails, web forms, and mobile application frequently for incoming requests and inquiries
6. Getting back to clients and updating them as needed

Outbound responsibilities

1. Calling clients and reminding them of their due vehicle(s) or periodic maintenance visits
2. Accomplishing outbound sales and marketing campaigns, up-selling and cross-selling by following related sales strategies and scripts, as and when needed
3. Ensuring feedback from the client is captured and documented to further improve the customer experience across the Company. Coordinating with the Quality Department for the same
4. Providing clients with information regarding new services, offers, and products
5. Building customer loyalty by staying in touch with key clients on a periodic basis
6. Evaluating claims and bad experience problems with clients and providing logical solutions after coordinating resolution with Management and concerned department(s)

I will achieve the following results in this position:

1. By answering the phone before the 3rd ring and following available scripts when needed. Calls Not Answered < 2%
2. Web Inquiry Not Answered < 1 per month
3. Outbound Marketing Campaigns executed within X days
4. Client details entered and updated with 99% accuracy (phone numbers, emails, title, first and last name, address, vehicle information, etc.)

Keyskills :