Company : Titanium Mahindra Location : Irba & Kamre, Ranchi Department : Sales & Customer Experience Position : CRM Manager
Job Summary: The CRM will be responsible for enhancing customer satisfaction, maintaining customer relationships, conducting follow-ups, handling customer complaints, and ensuring an excellent ownership experience throughout the sales and service journey.
Key Responsibilities:
- Conduct pre-delivery and post-delivery customer follow-up calls.
- Handle customer complaints and ensure timely resolution.
- Monitor customer satisfaction and maintain CSI scores.
- Coordinate with Sales and Service teams to improve customer experience.
- Manage service reminders, feedback calls, and follow-up activities.
- Maintain customer databases and update CRM/DMS systems.
- Track pending complaints and ensure closure within TAT.
- Prepare daily, weekly, and monthly CRM reports.
- Conduct customer engagement activities and retention programs.
- Analyze customer feedback and suggest improvement actions.
Eligibility:
- Graduate in any discipline.
- 2-5 years of experience in CRM/customer relations, preferably in the automobile industry.
- Excellent communication and interpersonal skills.
- Knowledge of MS Excel, CRM software, and DMS systems.
- Ability to handle customer complaints and work under pressure.
Preferred Skills:
- Customer handling and problem-solving skills.
- Solid follow-up and coordination abilities.
- Good reporting and analytical skills.
- Team player with a customer-centric approach.