The Customer Relationship Manager (CRM) is responsible for ensuring a positive customer experience by maintaining regular communication, handling customer concerns, coordinating repair updates, and improving customer satisfaction throughout the vehicle repair process.
Key Responsibilities
- Act as the primary contact for Body Shop customers.
- Provide timely updates on vehicle repair status and delivery schedules.
- Handle customer inquiries, feedback, and complaints professionally.
- Coordinate with Service Advisors, Insurance Coordinators, and Body Shop teams to ensure smooth customer communication.
- Conduct customer follow-up calls and monitor satisfaction levels.
- Maintain customer records and prepare feedback reports.
- Support initiatives to improve Customer Satisfaction Index (CSI) scores and customer retention.
Qualification
Experience
- 1–3 years of experience in customer service, customer relationship management, or the automobile industry preferred.
- Freshers with excellent communication skills may also apply.
Required Skills
- Strong communication and interpersonal skills.
- Customer service and complaint-handling abilities.
- Good coordination and organizational skills.
- Basic computer knowledge (MS Office).
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSI) Score.
- Complaint resolution rate.
- Customer follow-up compliance.
- Customer retention and feedback scores.
Pay: ₹15,000.00 - ₹50,000.00 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
