Customer Relationship Manager (CRM)
Key Responsibilities
- Customer Relationship Management
- Build and maintain strong relationships with customers to ensure a positive service experience.
- Act as the primary point of contact for customer concerns, complaints, and service-related queries.
- Ensure customer satisfaction through timely communication and proactive problem resolution.
- Enhance customer loyalty and retention by delivering exceptional after-sales support.
- Customer Service Coordination
- Coordinate with Service Advisors, Workshop Controllers, and Technicians to ensure smooth service operations.
- Provide customers with accurate updates regarding vehicle repair status, estimated completion time, and service progress.
- Facilitate effective communication between customers and workshop staff to avoid misunderstandings and delays.
- Customer Feedback & Satisfaction Monitoring
- Conduct post-service follow-up calls to collect customer feedback and assess service quality.
- Monitor Customer Satisfaction Index (CSI) scores and identify areas for improvement.
- Analyze customer feedback reports and recommend corrective actions to management.
- Address customer dissatisfaction promptly and implement service recovery measures.
- Complaint Handling & Resolution
- Receive, investigate, and resolve customer complaints in a professional and timely manner.
- Coordinate with concerned departments to ensure effective complaint resolution.
- Escalate critical customer issues to higher management when necessary.
- Maintain records of complaints and track resolution status until closure.
- Service Retention & Customer Engagement
- Execute customer retention programs and initiatives to increase repeat workshop visits.
- Promote periodic maintenance services, service camps, extended warranties, annual maintenance contracts (AMC), and value-added services.
- Contact customers due for scheduled maintenance and service reminders.
- Support customer engagement campaigns to strengthen brand loyalty.
- CRM System & Data Management
- Maintain and update customer records, service history, and contact information in the CRM system.
- Ensure accuracy and confidentiality of customer data.
- Generate CRM reports related to customer retention, satisfaction, complaints, and service follow-ups.
- Track customer interactions and maintain detailed documentation for future reference.
- Service Campaign Management
- Coordinate manufacturer service campaigns, recall campaigns, and customer awareness programs.
- Inform eligible customers about campaign benefits and schedule appointments.
- Monitor campaign participation and report completion status to management.
- Quality Assurance & Process Improvement
- Ensure compliance with Tata Motors service standards and customer care guidelines.
- Identify gaps in customer service processes and recommend improvements.
- Support implementation of quality initiatives aimed at enhancing customer experience.
- Participate in internal audits and customer satisfaction improvement programs.
- Reporting & Performance Analysis
- Prepare daily, weekly, and monthly reports on customer satisfaction, complaint resolution, and retention activities.
- Analyze service feedback trends and present actionable insights to management.
- Monitor key performance indicators (KPIs) such as CSI, retention rate, repeat repairs, and complaint closure rate.
- Team Support & Training
- Assist service staff in understanding customer expectations and service quality standards.
- Conduct customer service awareness sessions and training programs when required.
- Encourage a customer-centric culture within the workshop team.
ONLY EXPERIENCED CANDIDATE CAN APPLY.
Please call or drop your resume at: +91 9104372514
Pay: ₹15,000.00 - ₹35,000.00 per month
Benefits:
- Cell phone reimbursement
- Leave encashment
- Provident Fund
Experience:
Language:
Work Location: In person
