Job Tittle : Customer Relationship Manager
Company : Sree Gokulam motors & Service Pvt Ltd
Location : Thamarassery
Role Summary
The Customer Relationship Manager is responsible for managing the entire customer lifecycle - from first enquiry to post-sales service. The goal is to ensure high customer satisfaction, retention, repeat sales, and brand loyalty for the dealership.
Key Responsibilities
1. Sales & Lead Management
- Follow up on showroom walk-ins, online enquiries, and referral leads
- Coordinate with Sales team to convert enquiries into bookings
- Track lead status in CRM/DMS and ensure timely follow-ups
2. Customer Service & Retention
- Handle customer complaints, feedback, and escalations with empathy
- Ensure service reminders, insurance renewals, and AMC renewals are done on time
- Conduct delivery follow-ups and post-delivery satisfaction calls
- Organize customer meetups, loyalty programs, and referral campaigns
3. Brand Experience
- Ensure consistent customer experience across Sales, Service, and Spares
- Monitor CSI scores and take action on negative feedback
- Train front-office and telecalling team on customer handling etiquette
4. Data & Reporting
- Maintain accurate customer data in CRM
- Prepare daily/weekly reports on calls, conversions, complaints, and retention
- Analyze customer data to identify drop-offs and improvement areas
- Coordinate with OEM for surveys and audits
5. Coordination
- Act as a bridge between Sales, Service, Spares, and Finance teams
- Liaise with Shyma Ma'am / Branch Manager on escalations and targets
Qualifications & Skills
- Education: Graduate in any discipline. MBA in Marketing preferred
- Experience: 2-4 years in CRM / Customer Service in Automobile preferred. Freshers with BPO/Telecalling experience can apply
- Languages: Malayalam, English, and Hindi - excellent communication skills
- Skills:
- Strong interpersonal and problem-solving skills
- Proficiency in CRM software and MS Office
- Target-driven, polite, and customer-focused mindset
- Other: Own vehicle and valid driving license preferred
-Apply now at : [email protected]
-Call us at: 9544505031
Pay: ₹25,000.00 - ₹35,000.00 per month
Benefits:
- Paid sick time
- Provident Fund
Work Location: In person
