Job Summary
The Customer Relationship Manager is responsible for building and maintaining strong relationships with customers throughout their ownership journey. This role focuses on improving customer satisfaction, increasing customer retention, handling customer concerns, coordinating with sales and service teams, and ensuring an exceptional customer experience that enhances brand loyalty.
Key Responsibilities
- Develop and maintain long-term relationships with customers.
- Conduct regular customer follow-ups after vehicle sales and service visits.
- Address customer inquiries, complaints, and escalations promptly and professionally.
- Monitor customer satisfaction scores and implement improvement initiatives.
- Coordinate with sales, service, insurance, and finance teams to deliver a seamless customer experience.
- Manage customer feedback through phone calls, emails, surveys, and CRM systems.
- Ensure timely resolution of customer issues while meeting company service standards.
- Maintain accurate customer records and interaction history in the CRM software.
- Plan and execute customer engagement activities, loyalty programs, and retention campaigns.
- Generate reports on customer satisfaction, retention, complaint resolution, and CRM performance.
- Support marketing campaigns by identifying opportunities for customer engagement and repeat business.
- Ensure compliance with company policies and customer service standards.
Required Qualifications
- Bachelor's degree in Business Administration, Marketing, Commerce, or a related field.
- 2–5 years of experience in customer relationship management, customer service, or sales, preferably in the automobile industry.
- Experience with CRM software and Microsoft Office applications.
- Strong understanding of dealership operations and customer service processes.
Required Skills
- Excellent communication and interpersonal skills.
- Strong problem-solving and conflict-resolution abilities.
- Customer-focused mindset with a commitment to service excellence.
- Good organizational and time management skills.
- Ability to analyze customer feedback and recommend improvements.
- Team collaboration and coordination skills.
- Report preparation and data analysis capabilities.
Pay: ₹22,000.00 - ₹28,000.00 per month
Work Location: In person
