CRM Manager

CRM – Automobile Service Department

Position: Customer Relationship Manager (CRM) – Service
Department: Service
Industry: Automobile Dealership

Job Responsibilities:

• Handle customer appointments, enquiries, complaints, and service-related concerns.
• Make service reminders and follow-up calls to customers.
• Coordinate with Service Advisors and the workshop to ensure timely vehicle delivery.
• Monitor customer satisfaction and resolve complaints promptly.
• Conduct post-service follow-up calls and collect customer feedback.
• Track customer complaints and ensure proper closure within the required time.
• Maintain accurate customer records and update CRM/DMS systems.
• Follow up on pending service estimates, repair approvals, and vehicle status.
• Inform customers about service offers, campaigns, maintenance schedules, and warranty-related matters.
• Monitor CSI/Customer Satisfaction scores and take corrective actions for negative feedback.
• Coordinate with the service team to improve customer retention and repeat business.
• Prepare daily/weekly CRM reports on calls, appointments, complaints, follow-ups, and customer satisfaction.
• Ensure compliance with OEM customer relationship and service standards.

Key Skills:

• Good communication and customer-handling skills
• Strong follow-up and coordination ability
• Basic computer and CRM/DMS knowledge
• Complaint-handling and problem-solving skills
• Ability to work with targets and deadlines
• Automobile service experience preferred

Qualification: Any Graduate; automobile/service industry experience preferred.

Pay: ₹23,000.00 - ₹32,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Provident Fund

Work Location: In person