The Customer Relationship Executive is responsible for building and maintaining strong relationships with customers throughout their ownership journey. The role focuses on ensuring customer satisfaction, handling customer feedback, conducting follow-up activities, resolving concerns, and improving the overall customer experience while supporting customer retention and business growth.
Key ResponsibilitiesCustomer Engagement
- Contact customers after vehicle sales and service to obtain feedback on their experience.
- Ensure timely follow-up with customers through phone calls, emails, SMS, or WhatsApp.
- Maintain positive relationships with customers and provide professional assistance.
- Welcome customer queries and guide them to the appropriate department.
Customer Satisfaction
- Conduct Customer Satisfaction (CSAT) and Net Promoter Score (NPS) surveys.
- Record customer feedback accurately in the CRM system.
- Monitor customer satisfaction levels and identify areas for improvement.
- Follow up with dissatisfied customers to ensure timely resolution.
Complaint Handling
- Register customer complaints in the CRM system.
- Coordinate with Sales, Service, Parts, Insurance, and other departments to resolve issues.
- Track complaint status until closure.
- Ensure all complaints are resolved within the prescribed turnaround time (TAT).
- Escalate unresolved or critical issues to the CRM Manager.
CRM Operations
- Maintain accurate customer records and interaction history.
- Update customer profiles, contact details, and communication records.
- Ensure data accuracy and confidentiality.
- Prepare daily, weekly, and monthly CRM reports.
- Monitor pending customer cases and follow up for closure.
Customer Retention & Loyalty
- Promote customer retention initiatives and dealership loyalty programs.
- Inform customers about periodic service schedules and maintenance reminders.
- Coordinate with customers regarding free service, paid service, and special service campaigns.
- Support marketing campaigns, customer engagement events, and promotional activities.
Pay: ₹15,000.00 - ₹18,000.00 per month
Benefits:
Work Location: In person
