Job Description

Job Summary:

The Customer Relationship Manager (CRM - Service) is responsible for delivering an excellent customer experience in the service department. The role involves overseeing all customer touchpoints, leading the CRE (Customer Relationship Executive) team, handling service follow-ups, and ensuring high customer satisfaction and loyalty.

Key Responsibilities:

Greet and assist customers at the service reception in a professional manner. Manage service appointment bookings, reminders, and daily follow-ups. Handle customer queries, concerns, and escalate unresolved issues appropriately. Lead and guide the team of Customer Relationship Executives (CREs) to ensure consistent service quality. Allocate tasks to CREs, monitor their performance, and provide necessary support. Maintain and update customer records, vehicle history, and service feedback. Take responsibility for customer satisfaction index (CSI) scores and ensure regular improvement. Coordinate with service advisors, technicians, and workshop teams to ensure timely delivery of vehicles. Ensure all post-service follow-ups and feedback calls are completed. Plan and execute customer retention activities such as service camps, loyalty programs, AMC renewals, and insurance reminders. Provide leadership, motivation, and training to CREs to maintain a customer-first culture.

Requirements:

Qualification:

Graduate (Any stream); Preferred: diploma in customer care or automobile

Experience:

4-6 years in customer handling, with experience in managing teams (preferably in an automobile Industry)

Skills:

Strong leadership and team-handling abilities Excellent communication and interpersonal skills Customer-centric approach Basic knowledge of vehicle servicing procedures Good command over MS Office and CRM tools Problem-solving and decision-making skills

Key Traits:

Leadership attitude Accountability for service team performance High focus on customer satisfaction and retention Ability to work multiple tasks.
Job Types: Full-time, Permanent

Pay: ?20,000.00 - ?30,000.00 per month

Benefits:

Cell phone reimbursement Paid time off Provident Fund
Language:

English (Preferred)
Work Location: In person

Speak with the employer

+91 8928993266