Customer Relationship Manager (CRM) – Roles & Responsibilities
Job Title: Customer Relationship Manager (CRM)
Location: Boudh/Berhampur, Odisha
Key Responsibilities
- Ensure an exceptional customer experience throughout the vehicle service journey.
- Conduct Post Service Feedback (PSF) calls and record customer satisfaction accurately.
- Resolve customer complaints within the defined TAT and coordinate with internal departments for timely closure.
- Maintain high Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) performance.
- Monitor daily service follow-ups, pending cases, and customer concerns.
- Coordinate with Service Advisors, Workshop, Parts, and Bodyshop teams to ensure seamless communication.
- Prepare and share daily, weekly, and monthly CRM reports with management.
- Ensure 100% compliance with OEM CRM processes and customer engagement guidelines.
- Track repeat complaints and initiate corrective actions to improve service quality.
- Maintain customer records, feedback data, and service history in the CRM/DMS system.
- Conduct customer engagement activities, service reminders, and campaign follow-ups.
- Support customer retention programs, extended warranty, RSA, AMC, and value-added service promotions.
- Monitor online customer reviews and respond professionally to improve the dealership's reputation.
- Train and guide front-office staff on customer handling and service etiquette.
- Coordinate with OEM teams during audits and ensure CRM documentation is updated.
Required Skills
- Excellent communication skills in Odia, Hindi, and English.
- Strong customer handling and problem-solving abilities.
- Good knowledge of MS Excel, MS Office, and DMS/CRM software.
- Ability to work under pressure and meet customer satisfaction targets.
- Good analytical and reporting skills.
Qualification
- Graduate in any discipline (MBA preferred).
Experience
- Minimum 1–2 years of experience in CRM/Customer Service, preferably in the automobile industry.
Preferred Candidate
- Experience in an automobile dealership (Mahindra experience preferred).
- Positive attitude with strong interpersonal and organizational skills.
This format is optimized for posting on Indeed and clearly outlines the expectations for candidates
Pay: ₹15,655.22 - ₹21,574.20 per month
Benefits:
- Cell phone reimbursement
- Flexible schedule
- Health insurance
- Leave encashment
- Life insurance
- Paid sick time
- Provident Fund
Work Location: In person
