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 opportunities 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.