Key Responsibilities:

- Manage and monitor the overall customer relationship process for the Sales Department.
- Ensure timely follow-up of sales enquiries, bookings, deliveries, and customer feedback.
- Monitor customer enquiries/leads and ensure proper allocation and follow-up by the Sales Consultants.
- Track pending enquiries and lost cases and coordinate with the Sales Team for necessary action.
- Conduct customer feedback calls after vehicle delivery and ensure a high level of customer satisfaction.
- Handle and resolve customer complaints/escalations in coordination with the concerned Sales Manager/Team Leader.
- Monitor CSI/customer satisfaction scores and initiate corrective actions wherever required.
- Maintain proper records of customer complaints, feedback, follow-ups, and resolutions.
- Ensure timely closure of complaints and escalate unresolved matters to management.
- Coordinate with Sales Consultants, Team Leaders, Sales Managers, and other departments to ensure a smooth customer experience from enquiry to delivery.




- Monitor customer data and ensure proper updating of records in CRM/DMS systems.
- Prepare and share daily/weekly/monthly CRM reports and MIS with management.
- Ensure customers are properly informed regarding vehicle status, documentation, delivery schedules, and other relevant updates.
- Ensure adherence to dealership and OEM CRM standards, processes, and customer handling guidelines.
- Coordinate with the OEM/customer care team regarding customer complaints and escalations wherever required.
- Monitor the performance and calling quality of CREs/CRM team members, where applicable.

Skills Required:

Robust communication and customer-handling skills, complaint resolution ability, proficiency in MS Excel/MIS reporting, knowledge of CRM/DMS systems, good coordination and follow-up skills, and the ability to work effectively with the sales team and management.

Preferred Experience:

2–5 years in CRM/Customer Relations, preferably in an automobile dealership.

📌 Customer Relations Manager (Jammu)
🏢 Fairdeal Auto Hyundai
📍 Jammu