Job Tittle : Customer Relationship Manager

Company : Sree Gokulam motors & Service Pvt Ltd

Location : Thamarassery

Role Summary

The Customer Relationship Manager is responsible for managing the entire customer lifecycle - from first enquiry to post-sales service. The goal is to ensure high customer satisfaction, retention, repeat sales, and brand loyalty for the dealership.

Key Responsibilities

1. Sales & Lead Management

- Follow up on showroom walk-ins, online enquiries, and referral leads

- Coordinate with Sales team to convert enquiries into bookings

- Track lead status in CRM/DMS and ensure timely follow-ups

2. Customer Service & Retention

- Handle customer complaints, feedback, and escalations with empathy

- Ensure service reminders, insurance renewals, and AMC renewals are done on time

- Conduct delivery follow-ups and post-delivery satisfaction calls

- Organize customer meetups, loyalty programs, and referral campaigns

3. Brand Experience

- Ensure consistent customer experience across Sales, Service, and Spares

- Monitor CSI scores and take action on negative feedback

- Train front-office and telecalling team on customer handling etiquette

4. Data & Reporting





- Maintain accurate customer data in CRM

- Prepare daily/weekly reports on calls, conversions, complaints, and retention

- Analyze customer data to identify drop-offs and improvement areas

- Coordinate with OEM for surveys and audits

5. Coordination

- Act as a bridge between Sales, Service, Spares, and Finance teams

- Liaise with Shyma Ma'am / Branch Manager on escalations and targets

Qualifications & Skills

- Education: Graduate in any discipline. MBA in Marketing preferred

- Experience: 2-4 years in CRM / Customer Service in Automobile preferred. Freshers with BPO/Telecalling experience can apply

- Languages: Malayalam, English, and Hindi - excellent communication skills

- Skills:

- Strong interpersonal and problem-solving skills

- Proficiency in CRM software and MS Office

- Target-driven, polite, and customer-focused mindset

- Other: Own vehicle and valid driving license preferred

-Apply now at : [email protected]

-Call us at: +91-XXXXXXXXXX

Pay: ₹25,000.00 - ₹35,000.00 per month

Perks:

- Paid sick time
- Provident Fund

Work Location: In person

📌 Customer Relationship Manager (India)
🏢 Sree Gokulam Motors & Services
📍 India