- Database Management & Retention:
- Maintain and update the customer database with vehicle details, tyre sizes, purchase dates, and current mileage.
- Run automated or manual reminder campaigns for tyre rotation, wheel alignment, and wheel balancing schedules (usually every 5,000 to 10,000 km).
- Identify and target customers due for tyre replacements based on past purchase timelines.
- Customer Feedback & Escalations:
- Conduct post-service follow-up calls to take feedback on tyre fitment, alignment accuracy, and staff behavior.
- Act as the first point of contact for customer complaints, technical issues, or tyre warranty claims, coordinating directly with tyre manufacturers for inspections.
- Loyalty & Marketing Campaigns:
- Execute promotional campaigns, seasonal safety checks, and festival offers via SMS, WhatsApp, or email.
- Oversee loyalty point systems, referral programs, and corporate tie-ups to increase footfall.
- Front-Desk Support & Upselling:
- Assist the counter sales team during peak hours by greeting walk-ins and logging customer details into the CRM software.
- Educate customers on extended tyre warranties, road hazard protection plans, and value-added services (like nitrogen inflation or alignment packages).