Core Job Responsibilities
1. Customer Satisfaction & Escalation Management CSI (Customer Satisfaction Index) Ownership: Monitor and drive the dealership’s monthly CSI scores to meet or exceed Hyundai’s national benchmarks. Post-Service Feedback (PSF): Ensure the calling team contacts 100% of serviced customers within 24 to 48 hours of vehicle delivery to audit quality, cleaning standards, and Advisor behavior. Grievance Resolution (Red Cases): Act as the immediate escalation point for dissatisfied customers. Coordinate directly with the Workshop Manager and Service Advisors to resolve complaints ("Red Cases") within 24 hours, ensuring the issue is closed internally before the customer receives Hyundai's official OEM factory survey. Root Cause Analysis: Analyze recurring customer complaints (e.g., recurring technical faults, delivery delays) and present actionable insights to the service leadership team to prevent future lapses.
2. Service Marketing & Retention (SMR) Driving Target Management: Oversee the SMR Telecalling team to ensure daily, weekly, and monthly workshop footfall and booking targets are met. Lapsed Customer Recovery: Design and execute targeted calling campaigns to win back "dormant" or "lapsed" customers who have skipped consecutive periodic maintenance cycles. Campaign & Camp Execution: Plan, promote, and track the performance of Hyundai-specific seasonal service camps, free check-up camps, and regional discount schemes.
3. OEM Compliance & Reporting Hyundai Portal Management: Maintain absolute accuracy on the official Hyundai dealer portal, tracking daily customer interactions, PSF updates, and complaint closure codes. Review Meetings: Prepare and present weekly/monthly CRM performance dashboards (detailing booking conversion rates, repeat complaints, and CSI trends) to senior management and visiting Hyundai regional corporate teams. Audit Readiness: Ensure the customer relations department is 100% compliant with Hyundai's standard operating procedures (SOPs) during surprise or annual dealership audits.
Pay: Up to ₹45,000.00 per month
Benefits:
- Cell phone reimbursement
- Flexible schedule
- Health insurance
- Internet reimbursement
- Leave encashment
- Life insurance
- Paid time off
- Provident Fund
Work Location: In person
