Job Description

Key Responsibilities
1. Customer Engagement
? Strengthen customer relationships through proactive communication and reviews.
? Lead and support CREs in customer communication and engagement activities.
? Keep customers informed on offers and service updates.
2. Tele-Operations & Lead Management
? Oversee tele-enquiry, call pickup, missed call return, and lead handling.
? Audit CRE calls for quality and script adherence.
? Train CREs and maintain communication scripts.
? Manage CRM/CTI systems and dashboards.
3. Campaign & Business Growth
? Drive service reminders, appointment bookings, renewals, and follow-ups.
? Drive customer relation related marketing campaigns (WhatsApp/SMS/calling).
? Run customer reactivation and loyalty campaigns.
? Track campaign ROI and improve outcomes.
4. Process Improvement & Audit
? Conduct regular audits of CRE interactions and implement corrective actions.
? Ensure adherence to SOPs, call quality standards, and data hygiene.
? Drive cross-functional initiatives to enhance customer experience.
5. Reporting & Analytics
? Prepare daily/weekly/monthly MIS reports.
? Track key metrics: lead conversion, follow-ups, service appointment ratio, CLV, etc.
? Implement improvement plans based on data insights.

Skills & Competencies
? Strong communication skills in Kannada, English & Hindi (mandatory).
? Customer-centric approach with strong interpersonal skills.
? Basic marketing + CRM knowledge to support customer engagement programs.
? Analytical, training, and team supervision abilities.
? Proficiency in CRM/CTI tools, MS Excel & PowerPoint.
? Strong planning, coordination, and problem-solving skills.
Qualifications & Experience
? Any degree.
? Minimum 2-3 years' experience in CRM, Tele-Operations, Customer Experience, or Marketing Support,
preferably in the automobile sector.