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 prospects.
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 qualified communication with customers through telephone, WhatsApp, SMS, and other approved channels.