The Customer Relationship Manager (CRM) is responsible for ensuring an excellent customer experience throughout the sales and after-sales journey. The role focuses on customer satisfaction, complaint resolution, customer retention, service follow-ups, and maintaining long-term relationships with customers to enhance brand loyalty.
Key Responsibilities
- Build and maintain strong relationships with customers.
- Conduct regular follow-up calls after vehicle sales and service visits.
- Address customer complaints and coordinate with relevant departments for timely resolution.
- Monitor customer satisfaction (CSI) and take corrective actions to improve scores.
- Handle customer feedback received through surveys, emails, phone calls, and social media.
- Coordinate with Sales, Service, and Body Shop teams to ensure seamless customer support.
- Ensure timely closure of customer complaints as per company standards.
- Maintain accurate customer records in the CRM system.
- Plan and execute customer engagement activities, loyalty programs, and service reminders.
- Generate periodic reports on customer feedback, complaints, and satisfaction levels.
- Identify opportunities to improve customer experience and retention.
- Ensure adherence to company policies and customer service standards.
Required Qualifications
- Bachelor's degree in any discipline.
- 2–5 years of experience in Customer Relationship Management, Customer Service, or the Automobile industry.
- Proficiency in MS Office and CRM software.
- Valuable knowledge of customer handling and complaint management.