Key Responsibilities
- Manage customer relationships from enquiry to post-delivery and after-sales support.
- Conduct welcome calls, post-delivery feedback calls, and periodic customer follow-ups.
- Handle customer complaints, coordinate with relevant departments, and ensure timely resolution.
- Monitor Customer Satisfaction (CSAT), Net Promoter Score (NPS), and customer feedback trends.
- Ensure timely closure of customer concerns within defined turnaround timelines.
- Coordinate with Sales, Service, Parts, Finance, and Insurance teams to provide seamless customer support.
- Maintain and update customer records accurately in CRM/DMS systems.
- Plan and execute customer engagement programs, loyalty initiatives, and customer meets.
- Track repeat business opportunities and support customer retention initiatives.
- Generate daily, weekly, and monthly CRM MIS reports and customer analytics.
- Monitor follow-up compliance and customer communication standards across the dealership.
- Ensure adherence to Mahindra CRM processes, customer experience guidelines, and dealership SOPs.
- Train and guide frontline teams on customer handling, communication, and service excellence.
- Identify improvement opportunities to enhance customer satisfaction and dealership performance.
Pay: Up to ₹40,000.00 per month
Benefits:
- Health insurance
- Leave encashment
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
