Customer Relationship Manager

Job Description

Company: Annai Motors
Location: Trichy
Experience: 4–5 Years
Industry Preference: Automobile / Auto Accessories / Automotive Retail
Working Hours: 9:00 AM to 7:00 PM
Employment Type: Full-Time

Job Purpose

To build and maintain strong relationships with customers, ensure timely follow-up, improve customer satisfaction, generate repeat business, and support the dealership in achieving sales and service retention targets.

Key Responsibilities

• Contact customers regularly after vehicle delivery and service.
• Follow up with sales leads and prospective customers.
• Make service reminder calls and encourage customers to visit the dealership on time.
• Follow up with customers who have not returned for scheduled service.
• Maintain proper records of all customer interactions.
• Contact customers after sales and service to collect feedback.
• Understand customer concerns and coordinate with the concerned department for resolution.
• Handle customer complaints professionally and ensure timely closure.
• Monitor customer satisfaction and escalate serious issues to the management.
• Make periodic service reminder calls.
• Follow up on missed service customers.
• Contact customers after vehicle service and obtain feedback.
• Track repeat service visits and customer retention.
• Coordinate with Service Advisors regarding pending customer complaints and follow-ups.
• Follow up with enquiries generated through showroom, digital platforms, referrals and other sources.
• Coordinate with Sales Executives for pending leads and bookings.
• Follow up with customers after test rides and quotations.
• Maintain lead status and ensure timely follow-up until conversion.
• Support customer engagement activities and promotional campaigns.
• Maintain accurate customer details, contact numbers, vehicle information and service history.
• Update CRM/DMS records regularly.
• Ensure all customer interactions and follow-ups are properly recorded.
• Maintain daily, weekly and monthly CRM reports.
• Develop good relationships with existing customers.
• Encourage customers to use the dealership for periodic service and repairs.
• Promote relevant dealership offers, service campaigns and customer engagement activities.
• Identify inactive/lost customers and initiate re-engagement activities.
• Daily customer follow-up report.
• Sales lead follow-up report.
• Service reminder report.
• Customer feedback report.
• Complaint status report.
• Lost customer report.
• Customer retention and repeat-service report.
• Monthly CRM performance report.

Qualification

• Any Graduate / Diploma.
• Good communication and interpersonal skills.
• Basic knowledge of MS Office and CRM/DMS software.
• Knowledge of the automobile/two-wheeler industry will be an advantage.

Experience

1–3 years of experience in CRM, customer relationship, automobile dealership, sales support, service support, telecalling or a similar role is preferred.

Required Skills

• Excellent communication skills.
• Good telephone etiquette.
• Customer handling and problem-solving ability.
• Good follow-up skills.
• Basic computer knowledge.
• MS Excel and MS Office skills.
• Ability to maintain customer records accurately.
• Positive attitude and customer-focused approach.
• Ability to work with Sales and Service teams.

Working Hours

9:00 AM to 7:00 PM

Salary : ₹15,000.00 - ₹20,000.00 per month
Incentives: Performance-based incentives may be provided as per company policy.

Benefits:

• Provident Fund

Work Location: In person

Pay: ₹15,000.00 - ₹20,000.00 per month

Benefits:

• Provident Fund

Work Location: In person