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
Solid 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
Solid 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