Role & responsibilities
- Manage customer relationships and ensure a high level of customer satisfaction.
- Make service reminder calls and generate service appointments.
- Conduct post-service follow-up calls and collect customer feedback.
- Handle customer complaints and coordinate with the workshop team for timely resolution.
- Monitor CSI, customer feedback and complaint closure.
- Maintain regular follow-up with customers for repeat service and retention.
- Coordinate with Service Advisors, Workshop and other departments to resolve customer concerns.
- Maintain CRM/DMS records and prepare daily, weekly and monthly MIS reports.
- Track pending customer complaints and ensure timely closure.
- Identify opportunities to improve customer retention and service experience.
- Ensure compliance with Maruti Suzuki customer care and service processes.

Preferred candidate profile




- Graduate/Diploma in any discipline; relevant qualification preferred.
- 25 years of experience in Customer Relationship Management, Customer Care or Automobile Dealership.
- Experience in Maruti Suzuki or any automobile workshop will be preferred.
- Robust customer handling and complaint-resolution skills.
- Excellent communication and interpersonal skills.
- Good knowledge of MS Office and MS Excel.
- Experience in CRM/DMS software will be an added advantage.
- Target-oriented, confident and customer-focused.
- Ability to coordinate effectively with workshop and service teams.
- Fresher candidates with excellent communication and customer-handling skills may also be considered.

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