CRM

Key Responsibilities

• Manage and supervise the CCE team and allocate daily activities.

• Monitor Post Service Follow-up (PSF) calls and ensure completion as per the process.

• Monitor CCE performance, daily calls, follow-ups and customer feedback.

• Improve service vehicles inflow numbers,

• Coordinate with the quality of vehicle service by the Workshop Manager.

• Review dissatisfied customer cases and ensure timely resolution.

• Handle escalated customer complaints and coordinate with the Service Manager / Service Advisors.

• Ensure proper follow-up with customers regarding service quality and vehicle performance.

• Monitor customer satisfaction and identify areas for improvement.

• Maintain and review customer complaint and feedback reports.

• Prepare daily/weekly/monthly CRM and CCE performance reports.

• Ensure proper updating of customer details, complaints and follow-up status in DMS

• Conduct regular meetings with the CCE team and guide them to improve performance.

• Coordinate with Service, Spares and other departments for customer issue resolution.

• Support customer retention and improve overall service experience.

• Team handling experience is preferred.

• Two-wheeler / automobile dealership experience will be an advantage.

• Good communication and interpersonal skills.

• Strong customer complaint-handling and problem-solving skills.

• Good knowledge of DMS and MS Office.