Manage and supervise the Service CRM team and ensure smooth day-to-day operations.

Allocate customer follow-up activities among team members and monitor performance.

Ensure timely service reminders, appointment calls, follow-ups, and customer feedback.

Monitor customer satisfaction and resolve service-related complaints in coordination with the Service/Worskhop team.

Track service leads, appointments, follow-ups, repeat customers, and lost customers.

Ensure proper calling and follow-up on DMS-generated customer data.

Monitor CSI/Customer Satisfaction scores and identify areas for improvement.

Prepare and share daily/weekly/monthly CRM MIS reports with management.

Coordinate with Workshop Manager, Service Advisors,



and other departments to improve customer experience.

Conduct regular team briefings and guide CRM executives on calling quality and customer handling.

Monitor individual team performance against assigned targets/KPIs.

Ensure proper documentation and updating of customer interactions in the CRM/DMS system.

Handle escalated customer concerns professionally and ensure timely closure.

Support customer retention initiatives and increase repeat service visits.

Ensure adherence to dealership and TVS service standards.

📌 CRM Manager (New Delhi)
🏢 Sabharwal Automotives
📍 New Delhi