Job Description

Customer Relationship Manager - Automobile Cars - To drive continuous improvement through existing customer feedback systems. DUTIES AND RESPONSIBILITIES: - In-charge of customer care back office. - Accountable for CCCF management, MIS, concern age analysis and other reports. - Analyze root causes for dissatisfaction and driving corrective and preventive actions. - Accountable for keeping high standards of housekeeping in customer interaction areas (e.g. Reception, Customer Lounge, etc.) - Drive service marketing activities through tele-calling to improve vehicle retention. - Planning customer events/clinics to build strong relationships with customers. - Upkeep of process circular file and sharing with all concerned - Manage and direct the tele call team and customer satisfaction survey every month. - Obtain NPS (Net Promoter Score) and Customer satisfaction score for each franchise - Derive the VOC (Voice of customers) and infer Kaizen activities contributing to continuous improvement on procedure and processes in the customer interface. - Promote customer interaction and collect Feedback forms; identify suggestions and pain points from customers. - Continuous communication with departments to convey customer feedback (suggestions / pain points / positive points). - Proactively strive actions based on customer feedback. - Conduct and lead complaint resolution meeting weekly and kaizen meeting monthly. - Conduct Customer care staff meeting every quarter; - Organize behavioural and technical training for customer care staff in co-ordination with ALC and STC respectively - Managing ISO QMS requirements of Customer care department. Qualification And Experience: . Graduates in any discipline or Graduates with Management qualification with around 5 \xe2\x80\x93 7 years of experience in any Automobile dealership. . Should possess technical expertise with CRM and analytical tools / systems. . Expertise on Customer Survey; Formation of questionnaires .Allocation to staff .Inference of VOC. . Hands-on experience Customer Surveys . Through an understanding of the NPS and CS index. . Identifying Kaizen activities and follow up. Job Type: Full-time Salary: \xe2\x82\xb930,000.00 - \xe2\x82\xb940,000.00 per month Benefits:

• Cell phone reimbursement
• Health insurance
• Provident Fund

• Day shift

• total work: 5 years (Preferred)

• Chennai, Tamil Nadu: Relocate before starting work (Preferred)