- Manage customer relationships and ensure a high level of customer satisfaction.
- Handle customer enquiries, follow-ups, feedback, and complaints professionally.
- Follow up with sales customers from enquiry stage until vehicle delivery.
- Conduct post-delivery follow-up calls and collect customer feedback.
- Make regular service reminder calls and encourage customers to visit the authorized service centre.
- Follow up with existing customers for repeat purchases, vehicle exchange, referrals, and other dealership opportunities.
- Coordinate with the Sales, Service, Spare Parts, Finance and Insurance departments to resolve customer concerns.
- Monitor pending customer complaints and ensure timely resolution and closure.
- Maintain accurate customer information and interaction records in the CRM/DMS system.
- Track customer follow-ups, appointments, service reminders, complaints, and feedback.
- Identify dissatisfied customers and proactively coordinate with the concerned department for resolution.
- Conduct customer satisfaction surveys and maintain proper records.
- Support customer retention and improve dealership loyalty and repeat business.
- Assist in customer engagement activities, campaigns, events, and promotional programmes.
- Prepare and submit daily/weekly/monthly CRM reports to the management.
- Ensure all customer interactions and follow-ups are completed within the required timelines.
- Maintain skilled communication with customers through telephone, WhatsApp, SMS, and other approved channels.