Customer Relationship Manager (CRM)

• Job Summary

We are looking for a customer-focused CRM Executive to manage customer enquiries, feedback, complaints, and follow-ups, ensuring customer satisfaction and timely resolution of concerns.

Key Responsibilities

• Handle customer enquiries, feedback, and complaints related to sales and service.
• Follow up with prospective customers and coordinate with the Sales Team regarding test drives, bookings, and vehicle deliveries.
• Contact customers after vehicle delivery and servicing to collect feedback and check satisfaction levels.
• Handle customer concerns related to vehicle delivery, servicing, billing, and staff behaviour.
• Coordinate with the Sales Team, Service Advisors, and Service Manager to resolve customer complaints.
• Ensure timely follow-up and closure of customer concerns.
• Maintain customer databases, complaint registers, and follow-up records.
• Remind customers about periodic vehicle servicing and maintenance schedules.
• Monitor customer satisfaction and identify areas for improvement.
• Escalate unresolved complaints to the concerned manager.
• Prepare daily and monthly CRM reports and maintain proper documentation.
• Ensure a positive customer experience and build long-term customer relationships.

Candidate Requirements

• Graduate in any discipline.
• 1–4 years of experience in CRM or customer handling, preferably in an automobile dealership.
• Good communication skills in English, Hindi, and Gujarati.
• Strong customer-handling, coordination, and problem-solving skills.
• Knowledge of MS Excel and CRM software.
• Good telephone etiquette and follow-up skills.

Job Type: Full-time

Pay: ₹25,000.00 - ₹35,000.00 per month

Experience:

• Customer service: 1 year (Preferred)
• Automotive service: 3 years (Preferred)

Location:

• Surat, Gujarat (Preferred)

Work Location: In person