Customer Relations Manager

The Customer Relationship Manager (CRM) Workshop at Mahindra Commercial Vehicles in Puna-Kumbharia, Surat will play a crucial role in managing the complete customer relationship cycle. Your primary responsibilities will include handling customer queries, appointment bookings, and complaints with professionalism and empathy. It will be your duty to maintain a customer database, conduct post-service follow-ups, and improve the Customer Satisfaction Index (CSI) score. In this role, you will ensure accurate and timely data entry in DMS / CRM systems, track missed customers, cancellations, and manage records for warranty, AMC, and free service status. You will be responsible for registering and resolving complaints efficiently, coordinating with the Service Advisors and Technical team. Additionally, you will run SMS / call campaigns for due service, safety checks, and seasonal offers, while educating customers about workshop services and offers. To excel in this position, you should possess good communication skills in the local language, Hindi, and basic English. Basic technical knowledge of automobiles, familiarity with CRM software, DMS, and MS Excel will be advantageous. A customer-centric approach, problem-solving attitude, and coordination skills are essential for success in this role. Your key result areas (KRAs) will include improving the service appointment conversion rate, enhancing the Customer Satisfaction Index (CSI) score, resolving complaints promptly, ensuring the effectiveness of service reminder campaigns, and boosting the repeat visit rate. This is a full-time position with working hours from 9:30 AM to 6:30 PM, Monday to Saturday. The role offers benefits such as a flexible schedule, paid time off, and Provident Fund. You will be working day shifts and may be eligible for performance bonuses and yearly bonuses based on your achievements.,