Job Description:

A Customer Relationship Manager (CRM) or Customer Relations Executive (CRE) for an automobile service center is responsible for managing all customer interactions to ensure high satisfaction and loyalty, acting as a key link between the customer and the service/sales teams. They handle inquiries, resolve complaints, schedule appointments, and coordinate follow-ups. Core Roles and Responsibilities

- Customer Interaction & Communication:
- Greet customers courteously at the service reception and during vehicle delivery.
- Handle inbound and outbound communications (phone, email, chat) for inquiries, complaints, and feedback.
- Conduct post-service follow-up (PSF) calls to ensure satisfaction and address any lingering concerns.
- Inform customers about service offers, campaigns, and warranty details to promote business and retention.

- Appointment Management:

- Call customers to schedule and confirm vehicle service appointments (periodic maintenance, repairs, etc.).
- Manage and update appointment schedules, coordinating with service advisors and workshop teams.

- Issue Resolution & Feedback:

- Promptly address and resolve customer complaints, escalating complex issues to appropriate departments (e.g., service manager, factory assistance) when necessary.
- Collect and document customer feedback for product and service improvements.
- Analyze customer satisfaction (CSAT) scores and other metrics to identify trends and implement corrective actions.

- Data Management & Reporting:





- Accurately record and maintain detailed customer information, interactions, and case histories in the CRM or dealership management system (DMS).
- Generate reports on delivery performance, complaint trends, and customer satisfaction for management review.

- Sales & Loyalty Support:

- Support customer retention and loyalty programs, including reactivation and referral campaigns.
- Identify upselling and cross-selling opportunities for services, parts, and accessories during customer interactions.
- Assist the sales team with lead management and ensuring post-sale customer contacts are made.

Required Skills and Qualifications
- Experience: Previous B2C customer-facing experience is typically required, with experience in an automobile showroom or workshop environment being a significant advantage.
- Communication: Excellent verbal and written communication skills, robust listening skills, and a professional telephone manner.
- Soft Skills: Patience, empathy, problem-solving abilities, organizational skills, attention to detail, and a customer-focused mindset are essential.
- Technical Skills: Proficiency in basic computer applications and familiarity with CRM software (e.g., Salesforce, Microsoft Dynamics) and helpdesk systems.
- Automotive Knowledge: A basic understanding of car mechanics and service processes helps in explaining repairs and services to customers effectively.

JOB APPLY

http://jobs.vinayakjob.com/

CONTACT DETAILS -

Name - PRITI PATEL

Number - 93006 37413

📌 Crm/Cre For Automobile Services Center - Raipur , Chhattisgarh
🏢 Vinayak Outsourcing Works
📍 Raipur