DKH Kia is seeking an experienced and customer-focused Customer Relationship Manager (CRM – Service) to lead customer satisfaction initiatives and ensure the effective handling of customer feedback and service quality. The ideal candidate will oversee the Customer Relationship Executives (CREs), monitor customer satisfaction, and implement strategies to enhance customer retention and loyalty while delivering an exceptional after-sales service experience.
Key Responsibilities
- Lead and manage the Customer Relationship Executives (CREs) to achieve customer satisfaction goals.
- Monitor Customer Satisfaction Index (CSI) performance and implement improvement initiatives.
- Handle customer complaints and ensure timely, effective resolution.
- Conduct customer follow-ups after vehicle service to gather feedback and improve service quality.
- Develop and implement customer retention and loyalty programs.
- Coordinate with the Service Department to ensure a seamless customer experience.
- Analyze customer feedback, prepare reports, and recommend process improvements.
- Ensure compliance with Kia's customer service standards and company policies.
- Train and mentor the CRE team on customer engagement and communication best practices.
Eligibility Criteria
- Bachelor's degree in Business Administration, Marketing, or a related field.
- 6-10 years of experience in customer relationship management or customer service, preferably in the automobile industry.
- Strong leadership, communication, and interpersonal skills.
- Experience in handling customer complaints and driving customer satisfaction initiatives.
- Knowledge of Customer Satisfaction Index (CSI) processes and customer retention strategies.
- Proficiency in MS Office and Dealer Management System (DMS)/CRM software.
- Strong analytical, problem-solving, and organizational skills.
Work Location: In person
