- Monthly and quarterly planning of CRM activities with HOD’s.
- Identify and control the relevant drivers as well as develop and consistently implement measures, with the aim of continuous retention and improvement of customer satisfaction (CSI).
- Ensure consistent customer relations management (CRM) across divisions and after sales stages.
- Develop necessary tools (direct mailers, brochures, greetings etc.) required for life cycle communication.
- To ensure Implementation customer life cycle communication to increase customer retention.
- Discuss with respective HODs’ and develop an action plan for CSI improvement at the dealership.
- Develop counter measure to eliminate negative feedback from customers in future.
- Provide feedback to after sales department on customer complaints or any other issues that may affect Customer satisfaction.
- Capture, record and monitor customer complaints on regular basis.
- Conduct root cause analysis of all the complaints from all sources.
- Implement action plan to minimize complaints.
- Act as one-point contact with the customers for all customer complaints.
- Handle dis-satisfied customers who have raised complaints through all sources.
- Aware of business management co-relation, e.g. Customer satisfaction, root cause analysis, responsible to a large extent for CSI.
Pay: ₹30,000.00 - ₹45,000.00 per month
Benefits:
- Cell phone reimbursement
- Internet reimbursement
Work Location: In person
