CRM Executive

Key Responsibilities

• Handle inbound and outbound customer calls, emails, and enquiries professionally.
• Contact customers after vehicle purchase or service to obtain feedback and measure satisfaction.
• Record and update all customer interactions accurately in the CRM/DMS system.
• Ensure sales leads are properly recorded, assigned, and followed up within the required timeline.
• Follow up on pending leads and coordinate with Sales Executives to improve lead conversion.
• Handle customer complaints and coordinate with relevant departments for timely resolution.
• Escalate unresolved or critical customer complaints to the CRM Supervisor/Manager.
• Conduct customer satisfaction surveys and maintain accurate feedback records.
• Support customer retention, loyalty, and service reminder campaigns.
• Make outbound calls for service reminders, promotions, campaigns, and customer follow-ups.
• Maintain accurate customer databases and ensure data confidentiality.
• Prepare daily, weekly, and monthly CRM reports.
• Coordinate with Sales, Service, Parts, Marketing, and After-Sales teams.
• Achieve assigned KPIs related to customer satisfaction, response time, follow-ups, and complaint closure.

Desired Candidate Profile

Qualifications & Experience

• 2–4 years of CRM/Customer Service experience, preferably in an automotive dealership.
• Experience using CRM or Dealer Management Systems (DMS) is preferred.
• Good knowledge of MS Office, especially Excel.