Job Description

Customer Relationship Manager (CRM) - Automobile Service

Department:

After-Sales / Service

Reports to:

Service Manager / General Manager

1. Primary Objective

To manage the end-to-end customer experience, ensuring that every vehicle owner receives professional, transparent, and timely service while maintaining the dealership's

CSI (Customer Satisfaction Index)

scores.

2. Key Responsibilities

Customer Interaction:

Greet customers, understand their service requirements, and ensure a smooth vehicle handover process.

Feedback Management:

Conduct

Post-Service Feedback (PSF)

calls to ensure customers are satisfied with the repairs and the behavior of the staff.

Grievance Redressal:

Act as the first point of contact for customer complaints. Investigate issues regarding repair quality, billing, or delays and resolve them amicably.

Service Reminders:

Manage the database to send timely reminders for periodic maintenance, insurance renewals, and extended warranties.

CSI Monitoring:

Track and analyze Customer Satisfaction Index scores provided by the OEM (Manufacturer) and implement strategies to improve them.

Marketing & Loyalty:

Promote value-added services (e.g., AMC packages, ceramic coating, interior cleaning) and loyalty programs to increase revenue per car.

Data Management:

Maintain an accurate and updated customer database (DMS) for personalized communication and reporting.
3. Required Skills & Qualifications

FeatureRequirementEducation

Graduate in any stream (MBA or Diploma in Automobile Engineering is a plus).

Experience

3-5 years in the automobile industry, preferably in a service/after-sales role.

Communication

Excellent verbal and written skills; ability to remain calm under pressure.

Technical Knowledge

Basic understanding of car mechanics to explain repairs to customers.

Software

Proficiency in CRM software, DMS (Dealer Management System), and MS Excel.4. Key Performance Indicators (KPIs)

CSI Score:

Meeting or exceeding the manufacturer's target.

PSF Conversion:

Percentage of customers contacted after service.

Retention Rate:

Percentage of customers returning for their next service.

Complaint Resolution Time:

Average time taken to close a customer grievance.
Job Types: Full-time, Permanent

Pay: ?20,000.00 - ?40,000.00 per month

Benefits:

Provident Fund
Work Location: In person