1. Job Purpose The Customer Relationship Manager (CRM) is responsible for managing the complete post-inspection customer experience at Suresh Drives. The CRM ensures that customers receive timely communication, inspection-related concerns are investigated, complaints are resolved professionally, and refund requests and negative reviews are handled systematically.

The CRM will coordinate between customers, Customer Relationship Executives (CREs), Vehicle Inspection Technicians, the Vehicle Inspection Operations Manager, and management to maintain customer satisfaction, protect the company's reputation, and improve service quality.

2. Key Roles and Responsibilities

A. Customer Complaint Management

- Receive and manage customer complaints after vehicle inspection.
- Record every complaint in the CRM system with customer details, vehicle details, inspection date, assigned technician, complaint category, and supporting evidence.
- Classify complaints according to severity, such as minor service issues, report-related concerns, suspected inspection errors, payment disputes, and serious service failures.
- Contact the customer to understand the concern clearly and professionally.
- Coordinate with the concerned technician and Vehicle Inspection Operations Manager to investigate the complaint.
- Ensure every complaint has an assigned owner, target resolution date, and documented outcome.
- Follow up with customers until the issue is resolved or formally escalated.
- Maintain a complete history of customer complaints and their resolutions.

B. Refund Request Management
- Receive and register all customer refund requests.
- Understand the reason for each refund request and collect relevant information.
- Verify the inspection booking, payment details, inspection report, service delivery, and complaint history.
- Coordinate with the technician and Operations Manager to establish the facts.
- Recommend appropriate action based on company refund policies.
- Submit refund recommendations to the authorized approver.
- Process or coordinate approved refunds with the accounts team.
- Communicate refund decisions and expected timelines to customers.
- Maintain records of requested, approved, rejected, and completed refunds, including reasons and amounts.

Authority: The CRM can investigate complaints and recommend refunds but cannot independently approve refunds unless specifically authorized by management. C. Inspection Quality Concern Coordination

- Handle customer concerns regarding inspection accuracy, missing observations, report quality, paint or accident findings, odometer verification, and other inspection-related issues.
- Coordinate with the assigned technician to obtain clarification and supporting evidence.




- Involve the Vehicle Inspection Operations Manager when technical verification or a second review is required.
- Arrange a supplementary review or reinspection when approved by the authorized manager.
- Communicate verified findings to the customer in clear, non-technical language.
- Identify recurring inspection errors and report them to management for corrective action.
- Never make unsupported promises or admit technical fault before the investigation is completed.

D. Negative Review and Reputation Management
- Monitor customer feedback and negative reviews on Google, social media, and other relevant platforms.
- Contact dissatisfied customers promptly through appropriate communication channels.
- Investigate the underlying reason for the negative feedback.
- Coordinate corrective action with the responsible department.
- Encourage customers to reconsider their feedback only when their concerns have been genuinely resolved, without pressure or inducements.
- Prepare professional, factual, and respectful responses to public reviews, subject to company guidelines.
- Escalate reliable allegations, repeated complaints, or complaints with potential legal or reputational consequences to management.
- Maintain a review tracker documenting the complaint, response, corrective action, and outcome.

E. Coordination With the CRE Team
- Obtain booking and customer communication details from the CRE team when required.
- Investigate complaints involving incorrect commitments, booking misunderstandings, payment communication, scheduling, or customer expectations.
- Ensure that commitments made to customers during enquiry and booking are documented.
- Share recurring customer concerns with the CRE team to improve communication quality.
- Recommend improvements to customer scripts, service explanations, and complaint prevention procedures.

Role distinction: CREs primarily handle incoming enquiries, bookings, and payment coordination. The CRM primarily manages customer satisfaction, post-inspection concerns, complaint resolution, and feedback. The CRM may assist with pre-inspection issues when they require escalation. F. Coordination With Technicians and Operations Manager

- Communicate customer complaints to the concerned district technician.
- Obtain inspection clarification, relevant photographs, report details, and other supporting evidence.




- Coordinate with the Vehicle Inspection Operations Manager for technical investigations and performance-related concerns.
- Track pending responses and ensure technicians provide explanations within the prescribed timeframe.
- Identify recurring complaints associated with particular processes, locations, or service issues.
- Escalate unresolved cases to the Operations Manager and, when necessary, the COO.
- Share customer feedback to support technician training and service improvement.

The CRM must not interfere with technical conclusions without evidence or bypass the established operational reporting structure. G. Customer Follow-Up and Satisfaction
- Contact customers after complaint resolution to confirm whether their concerns have been addressed.
- Collect feedback on the inspection process, report clarity, technician professionalism, and overall service experience.
- Identify dissatisfied customers who may require additional attention.
- Maintain records of resolved and unresolved customer issues.
- Recommend service recovery measures where appropriate and authorized.
- Identify opportunities to retain customers and encourage genuine repeat business and referrals.
- Ensure communication remains polite, professional, and consistent with Suresh Drives' standards.

H. CRM Software and Documentation
- Maintain accurate customer and complaint records in the company's CRM software or designated tracking system.
- Update complaint status, responsible person, investigation findings, actions taken, escalation details, and closure date.
- Use standardized complaint categories and resolution codes.
- Maintain a pending-case tracker and follow-up reminders.
- Prevent duplicate cases and incomplete records.
- Ensure customer information and payment details are handled confidentially.
- Maintain an organized audit trail for management review.

I. Reporting and Management Review Prepare and submit daily, weekly, and monthly CRM reports covering:
- Total customer complaints received.
- Complaints resolved and pending.
- Refund requests received, approved, rejected, and completed.
- Total refund amount requested and approved.
- Inspection quality complaints by category and technician.
- Negative reviews received and responses completed.
- Average complaint resolution time.
- Customer satisfaction after resolution.
- Repeat complaints and root causes.
- Cases pending with technicians or management.
- Recommendations to prevent recurring complaints.

The CRM must highlight serious unresolved issues immediately rather than waiting for the scheduled report. Pay: ₹23,000.00 - ₹27,000.00 per month

Benefits

- Cell phone reimbursement
- Flexible schedule
- Paid time off

Work Location: In person

📌 Customer Relationship Manager (CRM) (Kozhikode)
🏢 Suresh Drives
📍 Kozhikode