1. Customer Experience & Satisfaction
- Monitor customer feedback from calls, emails, surveys, and OEM portals.
- Implement corrective actions to improve customer satisfaction.
- Handle escalated customer complaints professionally and ensure closure.
2. Complaint Handling & Resolution
- Act as the single point of contact for escalated customer issues.
- Coordinate with Service, Insurance, and Spare Parts teams for resolution.
- Maintain detailed records of complaints and resolutions.
3. CRM & Follow-up Management
- Manage CRM systems (DMS / OEM portals).
- Ensure timely follow-ups for:
- Post-sales calls
- Post-service feedback
- Repeat visit reminders
- Track lost customers and run win-back activities.
4. Process Compliance & Audits
- Ensure adherence to OEM customer handling processes.
- Prepare for OEM audits and customer care reviews.
- Train staff on customer handling etiquette and SOPs.
5. Team Coordination & Training
- Guide and support customer care executives / telecallers.
- Conduct regular training on communication, objection handling, and empathy.
- Monitor call quality and customer interaction standards.
6. Reporting & Analysis
- Prepare daily / weekly / monthly reports on:
- Complaints
- Repeat customers
- Follow-up effectiveness
- Analyze trends and suggest improvement actions to management.
7. Retention & Loyalty Programs
- Plan customer engagement activities (service reminders, offers, campaigns).
- Coordinate loyalty programs, referrals, and service promotions.
- Support dealership initiatives to increase retention and repeat business.
Job Types: Full-time, Permanent
Benefits:
- Cell phone reimbursement
- Health insurance
- Paid sick time
- Provident Fund
Work Location: In person
Job Types: Full-time, Permanent
Pay: ₹20,000.00 - ₹35,000.00 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
