Job Description

Job Purpose

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To assist in enhancing customer satisfaction and loyalty by supporting CRM activities across sales and service departments. The Assistant CRM will be responsible for managing customer interactions, ensuring timely communication, addressing customer concerns, and supporting the implementation of customer engagement programs as per OEM and dealership standards.

Key Responsibilities

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Customer Interaction & Relationship Management

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Handle customer inquiries, feedback, and complaints via phone, email, or in person. Conduct post-sale and post-service follow-ups to ensure customer satisfaction. Assist in managing the entire customer lifecycle--from inquiry to delivery and after-sales support. Maintain a customer-centric approach in all communications and engagements.

CRM System Management

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Update and maintain accurate customer data in the CRM system/DMS (Dealer Management System). Generate reports related to follow-ups, feedback, service reminders, and lost leads.

Feedback & Complaint Handling

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Record and escalate customer grievances to the appropriate department. Ensure prompt resolution of customer complaints and follow up until closure. Monitor customer satisfaction scores (e.g., CSI, SSI) and contribute to improvement.

Customer Engagement & Retention

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Support planning and execution of customer engagement programs, events, and loyalty initiatives. Send service reminders, birthday/anniversary greetings, and promotional messages.

Coordination & Support

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Liaise between the customer and internal departments (sales, service, finance, etc.). Assist the CRM Manager in implementing customer service SOPs as per OEM guidelines.

Key Skills & Competencies

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Excellent communication and interpersonal skills. Customer-first mindset with a strong service orientation. Familiarity with CRM software and dealership systems (DMS, AutoCRM, Salesforce, etc.). Basic analytical skills and proficiency in MS Office (Excel, Word, PowerPoint). Ability to work under pressure and manage multiple tasks simultaneously.

Qualifications & Experience

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Graduate in any discipline 3 - 5 years of experience in a customer service or CRM role (automobile experience preferred). Freshers with strong communication skills and a customer-centric approach may also be considered.
Job Type: Full-time

Pay: ₹20,000.00 - ₹25,000.00 per month

Benefits:

Provident Fund
Work Location: In person

Speak with the employer

+91 8925820861