Customer Relations Manager Service (Automobile Sector)

1. Customer Interaction & Relationship Management

• Welcome customers visiting the service center and guide them to the right advisor.
• Maintain continuous communication with customers from service booking to vehicle delivery.
• Conduct follow-up calls after service to ensure satisfaction and address any complaints.
• Handle irate customers politely and ensure their concerns are resolved effectively.
• Build strong, long-term relationships to enhance customer loyalty and retention.

2. Complaint Handling & Resolution

• Record all customer complaints in CRM/DMS software.
• Coordinate with the Service Manager, Workshop Manager, and technical team for resolution.
• Ensure all complaints are resolved within defined turnaround time (TAT).
• Escalate unresolved or repeated complaints to higher management/OEM as per protocol.
• Maintain complaint closure reports and follow up until customer confirmation.

3. Customer Feedback & CSI Improvement

• Collect customer feedback post service, delivery, and repair.
• Track and analyze Customer Satisfaction Index (CSI) and Net Promoter Score (NPS).
• Identify key dissatisfaction areas and suggest improvement actions.
• Share weekly CSI reports with the service head and management team.

4. Service Reminder & Retention Activities

• Call customers for periodic maintenance and service reminders.
• Follow up with due/overdue customers to increase workshop inflow.
• Maintain customer service schedules, appointment logs, and follow-up records.
• Run retention campaigns for inactive customers, extended warranty renewals, and AMC reminders.

5. Coordination & Documentation

• Coordinate between customer, service advisor, and workshop team for updates.
• Update all customer interactions in the CRM/DMS on a daily basis.
• Maintain detailed logs of service follow-ups, feedback, and complaint resolutions.
• Prepare daily/weekly MIS reports for management review.

6. Service Delivery & Experience

• Ensure smooth vehicle handover and explain service details, invoices, and recommendations.
• Assist in creating a positive and premium customer experience at the service lounge.
• Ensure all service delivery protocols (cleanliness, greetings, documentation) are followed.

Job Types: Full-time, Permanent

Pay: ₹12,941.95 - ₹29,199.48 per month

Benefits:

• Health insurance

Work Location: In person