Customer Relationship Manager (CRM) – Service / Service Manager
Job Summary The Assistant Customer Relationship Manager (ACRM) – Service is responsible for delivering an excellent customer experience throughout the vehicle service journey. The role involves coordinating service appointments, following up with customers, resolving service-related concerns, monitoring customer satisfaction, and supporting customer retention initiatives.
Key Responsibilities
● Schedule and coordinate vehicle service appointments.
● Welcome customers and ensure a smooth service experience.
● Follow up with customers before and after vehicle servicing.
● Ensure timely updates regarding vehicle status and expected delivery.
● Coordinate with Service Advisors and the Workshop team for customer queries.
● Handle customer complaints and ensure prompt resolution.
● Maintain high Customer Satisfaction (CSI) and Net Promoter Score (NPS).
● Conduct post-service feedback calls and document customer responses.
● Escalate unresolved customer concerns to the CRM or Service Manager.
● Maintain accurate customer records in the DMS/CRM system.
● Support customer engagement and retention activities.
● Prepare daily, weekly,
and monthly customer feedback and follow-up reports.
● Assist in implementing dealership customer experience initiatives.
Required Qualifications
● Graduate in any discipline (preferred).
● Diploma or degree in Business Administration or Customer Service is an added advantage.
Experience
● 2+ years of experience in Customer Relations, Customer Care, CRM, or Service
Coordination.
● Experience in an automobile dealership is preferred.
Skills Required
● Excellent verbal and written communication skills.
● Solid customer handling and interpersonal skills.
● Ability to resolve customer complaints professionally.
● Good coordination and follow-up skills.
● Knowledge of MS Office (Excel, Word, Outlook).
● Familiarity with DMS/CRM software is preferred.
● Ability to work under pressure and manage multiple tasks.