Customer Relation Officer (After Sales)

Key Result Areas (KRA)

• After-Sales Follow-Up
• Conduct timely follow-up calls with customers post-delivery to ensure satisfaction.
• Record and address customer feedback/complaints promptly.
• Maintain follow-up tracker and update status in CRM/DMS.
• Customer Relationship Management
• Maintain healthy, long-term relationships with customers to encourage loyalty and referrals.
• Send greetings, service reminders, and promotional updates through calls, emails, and WhatsApp.
• Coordinate with service team to resolve customer issues.
• Vehicle Delivery Coordination
• Ensure smooth and memorable delivery experience for customers.
• Arrange vehicle documentation, insurance, accessories, and delivery kit before handover.
• Organize delivery ceremony/photos to enhance customer delight.
• Customer Feedback & CSI (Customer Satisfaction Index)
• Collect CSI feedback as per OEM guidelines.
• Achieve and maintain target CSI scores set by management/OEM.
• Share monthly feedback reports with management for improvement actions.
• Coordination with Internal Teams
• Liaise with sales, service, finance, and accessories departments for seamless customer experience.
• Follow up with accounts for balance payments and pending documentation.
• Escalate unresolved customer concerns to the reporting manager.
• Documentation & Reporting
• Maintain accurate customer interaction records in CRM/DMS.
• Submit daily/weekly/monthly follow-up and delivery reports to the reporting authority.

Job Type: Full-time

Pay: ₹15,000.00 - ₹22,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Provident Fund

Work Location: In person