:

POSITION OVERVIEW The CRM Service manages aftersales customer engagement, including service reminders, appointments, feedback, complaints, post-service follow-up and retention, in coordination with Service and Bodyshop teams. The role tracks contact, complaint and lost-customer trends to drive corrective actions and improve customer experience and retention.

1. EDUCATION

Graduate in any discipline, preferably Marketing or Business Administration; MBA an added advantage.

Specialized certifications in Customer Experience (CX)

2. EXPERIENCE

5+ years in Customer Relations, CRM, Service Operations, Tele-calling or related customer-contact roles.

CRM experience in an automotive dealership preferred.

Solid data analytics skills with a proven track record of improving NPS and CSI.

3. KEY RESPONSIBILITIES

1 Plan and monitor service reminders, calls, appointments, follow-ups and no-show re-engagement.

2 Set and review CRE performance on contact rate, appointment conversion, customer visits and call quality.

3 Ensure appointment slot and pick-up/drop needs are met as per Brand SOP.

4 Ensure timely PSFU,



accurate feedback capture and effective handling of dissatisfied customers and complaints.

5 Track concerns to closure with Service and Bodyshop teams; escalate critical or unresolved cases.

6 Analyse complaint and feedback trends and drive corrective actions to reduce recurrence.

7 Monitor lost/inactive customers and drive targeted re-engagement and retention activities.

8 Ensure accurate, timely DMS/CRM updates of customer data, call outcomes, appointments and case status.

9 Monitor data quality, process compliance and customer-data confidentiality.

10 Coach CREs on customer handling and CRM processes; review team KPIs and close capability gaps. 11 Maintain working knowledge of Aftersales and basic EV/PHEV

SHARE YOUR RESUME & CONTACT ON - (phone hidden) (PRACHI TIVEREKAR)

Pay: ₹25,000.00 - ₹30,000.00 per month

Benefits

- Cell phone reimbursement
- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

📌 Customer Relationship Manager - Service (Pune)
🏢 B.U.Bhandari Motors
📍 Pune