Key Responsibilities
Maintain robust relationships with recent and existing customers.
Conduct post-sales and post-service follow-up calls to ensure customer satisfaction.
Handle customer queries, complaints, and escalations promptly and professionally.
Coordinate with Sales, Service, and Parts departments to ensure timely resolution of customer issues.
Monitor Customer Satisfaction Index (CSI) and implement initiatives to improve customer experience.
Maintain accurate customer records and interaction history in the CRM/DMS system.
Schedule service reminders, free service reminders, and vehicle maintenance follow-ups.
Conduct feedback surveys after vehicle delivery and service completion.
Analyze customer feedback and identify areas for process improvement.
Prepare daily, weekly, and monthly CRM performance reports.
Organize customer engagement activities, loyalty programs, campaigns, and customer events.
Ensure compliance with Mahindra CRM policies and dealership SOPs.
Support management during customer satisfaction audits and quality assessments.
Promote customer retention by maintaining regular communication and encouraging repeat business.