Key Responsibilities

- Handle and monitor the customer journey from enquiry to vehicle delivery.

- Conduct customer feedback calls after enquiry, test drive, booking and delivery.

- Monitor customer satisfaction and identify areas for improvement.

- Handle customer complaints and coordinate with the Sales Team for quick resolution.

- Ensure timely follow-up with customers and prospective buyers.

- Monitor customer experience provided by Sales Consultants.

- Coordinate with Sales Managers and Sales Consultants for customer-related issues.

- Track pending customer complaints, follow-ups and escalations.

- Maintain accurate customer information in CRM/DMS.

- Monitor CSI, NPS and customer feedback related to the Sales Department.

- Conduct post-delivery customer calls and ensure customer satisfaction.

- Identify dissatisfied customers and take corrective action.

- Prepare daily, weekly and monthly CXM/CRM MIS reports.

- Support customer retention, repeat sales and referral activities.





- Ensure compliance with OEM customer-experience standards and processes.

- Coordinate with other departments whenever required to resolve customer concerns.

Key Performance Indicators (KPIs)

- Customer Satisfaction Index (CSI)

- NPS Score

- Customer Feedback %

- Complaint Resolution & Closure

- Enquiry Follow-up %

- Test Drive Feedback

- Booking Experience

- Delivery Experience

- Post-Delivery Follow-up

- Customer Retention & Referral

- CRM/DMS Data Accuracy

Required Skills

- Excellent communication and customer-handling skills

- Strong follow-up and coordination skills

- Good complaint-resolution ability

- Customer-oriented approach

- Good knowledge of MS Excel and CRM/DMS

- Ability to handle difficult customers professionally

- Strong interpersonal and problem-solving skills

- Good reporting and MIS preparation skills

Pay: ₹20,000.00 - ₹25,000.00 per month

Perks

- Provident Fund

Work Location: In person

📌 CXM (Vapi)
🏢 Stellar Autodrive
📍 Vapi