CXM

Key Responsibilities

• Handle and monitor the customer journey from enquiry to vehicle delivery.
• Conduct customer feedback calls after enquiry, test drive, booking and delivery.
• Monitor customer satisfaction and identify areas for improvement.
• Handle customer complaints and coordinate with the Sales Team for quick resolution.
• Ensure timely follow-up with customers and prospective buyers.
• Monitor customer experience provided by Sales Consultants.
• Coordinate with Sales Managers and Sales Consultants for customer-related issues.
• Track pending customer complaints, follow-ups and escalations.
• Maintain accurate customer information in CRM/DMS.
• Monitor CSI, NPS and customer feedback related to the Sales Department.
• Conduct post-delivery customer calls and ensure customer satisfaction.
• Identify dissatisfied customers and take corrective action.
• Prepare daily, weekly and monthly CXM/CRM MIS reports.
• Support customer retention, repeat sales and referral activities.
• Ensure compliance with OEM customer-experience standards and processes.
• Coordinate with other departments whenever required to resolve customer concerns.

Key Performance Indicators (KPIs)

• Customer Satisfaction Index (CSI)
• NPS Score
• Customer Feedback %
• Complaint Resolution & Closure
• Enquiry Follow-up %
• Test Drive Feedback
• Booking Experience
• Delivery Experience
• Post-Delivery Follow-up
• Customer Retention & Referral
• CRM/DMS Data Accuracy

Required Skills

• Excellent communication and customer-handling skills
• Strong follow-up and coordination skills
• Good complaint-resolution ability
• Customer-oriented approach
• Good knowledge of MS Excel and CRM/DMS
• Ability to handle difficult customers professionally
• Strong interpersonal and problem-solving skills
• Good reporting and MIS preparation skills

Pay: ₹20,000.00 - ₹25,000.00 per month

Benefits:

• Provident Fund

Work Location: In person