Job Description

Job description

A "Service CRM" in the automotive industry is responsible for managing customer relationships within the service department of a dealership, utilizing a dedicated CRM system to track customer interactions, schedule service appointments, follow-up on repairs, and ensure a positive customer experience throughout the vehicle maintenance process, aiming to maximize customer satisfaction and loyalty through personalized communication and proactive outreach. Key Responsibilities:

Customer Interaction Management:

Log all customer service interactions in the CRM system, including phone calls, emails, and in-person visits.

Track customer vehicle history, service records, and warranty information.

Proactively reach out to customers regarding upcoming service appointments based on vehicle mileage or maintenance schedules.

Handle customer complaints and concerns efficiently, escalating issues when necessary.

Appointment Scheduling and Coordination:

Schedule service appointments efficiently, considering customer availability and technician capacity.

Send appointment reminders via email, SMS, or phone calls.

Coordinate with service technicians to ensure timely completion of repairs.

Service Quality Monitoring:

Track customer satisfaction levels through post-service surveys and feedback mechanisms.

Identify areas for improvement within the service department based on customer feedback.

Monitor repair quality and address any issues promptly.

Marketing and Sales Support:

Identify potential sales leads through service interactions and refer them to the sales team.

Promote additional service packages and maintenance plans to customers based on their vehicle needs.

Run targeted marketing campaigns to encourage regular servicing.

Data Analysis and Reporting:

Generate reports on key service metrics like customer retention rates, service appointment volume, and customer satisfaction scores.

Analyze data to identify trends and opportunities for service improvement.

Required Skills:

Excellent communication and interpersonal skills to build rapport with customers

Strong organizational skills to manage appointment schedules and customer data

Proficiency with CRM software and automotive service management systems

Understanding of vehicle maintenance and repair procedures

Ability to analyze data and generate actionable insights

Employee Facilities Include:

Attractive salary packages

Performance incentives and bonuses

ESIC and EPF benefits

On-site canteen

Regular appraisals

Continuous training and development

Clear career paths for growth

Staff accommodation for outstation candidates

Staff lunch room with AC facility

Job Types: Full-time, Permanent

Pay: ?20,000.00 - ?25,000.00 per month

Job Types: Full-time, Permanent

Pay: ?20,000.00 - ?25,000.00 per month

Benefits:

Cell phone reimbursement Food provided Provident Fund
Schedule:

Day shift
Work Location: In person

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