Customer Delight Manager (CDM)

Job Purpose:

To ensure excellent customer satisfaction and enhance customer loyalty by handling post-sale interactions, addressing grievances, managing service experiences, and building lasting customer relationships.

Key Responsibilities:

• Ensure end-to-end customer satisfaction throughout the sales lifecycle.
• Manage inbound and outbound calls, messages, or emails to check customer experience.
• Coordinate with sales teams to resolve customer complaints quickly and effectively.
• Conduct regular follow-ups with customers to ensure satisfaction.
• Handle escalation calls and ensure resolution within the defined timelines.
• Collect and analyze customer feedback to improve service quality.
• Maintain and update the customer satisfaction index (CSI) and Net Promoter Score (NPS).
• Organize customer meets, events, or campaigns to build long-term relationships.
• Monitor and track repeat complaints to identify areas of improvement.
• Prepare and present daily/weekly/monthly reports on customer issues and resolutions.

Key Skills & Competencies:

• Excellent communication and interpersonal skills
• Strong problem-solving and conflict-resolution abilities
• Customer-centric mindset
• Empathy, patience, and emotional intelligence

Qualifications:

• Graduate in any discipline
• Experience in the automotive, retail, or service industry is an advantage

Job Type: Full-time

Pay: ₹12,000.00 - ₹15,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Paid sick time

Schedule:

• Day shift

Supplemental Pay:

• Commission pay
• Yearly bonus

Work Location: In person