Job Description

1. Leadership and Team Management

Supervise and Direct

the Customer Relationship Executive (CRE) team, setting daily/weekly priorities.

Conduct Performance Reviews and Coaching

to ensure high standards in communication and service upselling.

Schedule and Allocate

CRE resources to optimize customer contact windows and campaign effectiveness.

Establish and Enforce

KPIs for call volume, quality assurance, and service booking conversion rates.
2. Conversion and Performance Analytics

Monitor and Analyze

CRE conversion metrics (e.g., service reminder calls to scheduled appointments).

Identify Trends

in customer attrition and campaign success data to drive retention strategies.

Generate High-Level Performance Reports

for service management detailing CRE team output and its impact on service revenue and volume.

Ensure Data Integrity

and maximized utility of the dealership's Customer Relationship Management (CRM) system.
3. Customer Experience and Retention

Serve as the Escalation Point

for complex and unresolved customer service complaints, ensuring prompt and satisfactory resolution.

Develop and Execute

proactive customer engagement strategies (e.g., post-service follow-up, loyalty programs).

Drive Continuous Improvement

of the dealership's Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) within the service department.

Maintain Compliance

with all internal quality standards and manufacturer guidelines for customer interaction.
Job Types: Full-time, Permanent

Pay: ?30,000.00 - ?40,000.00 per month

Benefits:

Cell phone reimbursement Health insurance Provident Fund
Work Location: In person