To ensure an excellent customer experience across the complete customer journey—from enquiry and purchase to vehicle delivery, service, complaint resolution and relationship management.
The Customer Experience Manager will monitor customer satisfaction, identify service gaps, resolve customer concerns and ensure a high level of customer retention and loyalty.
2. KEY RESPONSIBILITIES
Customer Relationship Management
- Maintain robust relationships with customers after sales and service.
- Conduct regular customer follow-ups and satisfaction calls.
- Ensure timely resolution of customer complaints and concerns.
- Maintain accurate customer interaction and complaint records.
- Monitor customer feedback and identify recurring issues.
and other customer experience parameters.
- Conduct customer feedback surveys after vehicle delivery and service.
- Identify opportunities to improve the customer experience.
- Ensure customers receive professional and courteous treatment at every touchpoint.
Complaint Management
- Receive, register and monitor customer complaints.
- Coordinate with Sales, Service, Parts, Finance and other departments for resolution.
- Ensure complaints are resolved within defined timelines.
- Escalate critical or unresolved complaints to senior management.
- Maintain a complaint tracker and prepare regular MIS reports.
Delivery & Post-Sales Experience
- Ensure smooth and professional vehicle/tractor delivery experience.
- Coordinate with Sales and Service teams for delivery readiness.
- Ensure customers understand basic product features, warranty, service schedule and important documents.
- Conduct post-delivery follow