To enhance customer satisfaction by ensuring a seamless experience across Sales and Service operations, monitoring customer feedback, resolving escalated complaints and implementing customer-focused initiatives in line with Mahindra standards.
Key Responsibilities
Monitor and improve the overall customer experience across Sales and Service departments.
Track Customer Satisfaction Index (CSI) and implement action plans to improve scores.
Ensure timely follow-up with customers after vehicle sales and service.
Handle customer complaints and escalations, ensuring prompt resolution.
Coordinate with Sales, Service, CRM and Parts departments to resolve customer issues.
Analyze customer feedback and identify prospects for service improvement.
Ensure compliance with Mahindra customer experience standards and dealership SOPs.
Conduct regular customer satisfaction reviews and prepare performance reports.
Train and guide employees on customer service best practices.
Monitor CRM activities, customer follow-ups, and complaint closure.
Organize customer engagement programs, loyalty initiatives, and dealership events.
Maintain customer records and ensure accurate updates in the CRM/DMS system.
Submit periodic customer experience reports to management.