Customer Relationship Manager

Job Description

- To drive continuous improvement through existing customer feedback systems. DUTIES AND RESPONSIBILITIES: - In-charge of customer care back office. - Accountable for CCCF management, MIS, concern age analysis and other reports. - Analyze root causes for dissatisfaction and driving corrective and preventive actions. - Accountable for keeping high standards of housekeeping in customer interaction areas (e.g. Reception, Customer Lounge, etc.) - Drive service marketing activities through tele-calling to improve vehicle retention. - Planning customer events/clinics to build strong relationships with customers. - Pareto analysis of customer concern by using 7 QC tools. - Upkeep of process circular file and sharing with all concerned - Manage and direct the telecall team and customer satisfaction survey every month. - Obtain NPS (Net Promoter Score) and Customer satisfaction score for each franchise - Derive the VOC (Voice of customers) and infer Kaizen activities contributing to continuous improvement on procedure and processes in the customer interface. - Promote customer interaction and collect Feedback forms; identify suggestions and pain points from customers. - Continuous communication with departments to convey customer feedback (suggestions / pain points / positive points). - Proactively strive actions based on customer feedback. - Conduct and lead complaint resolution meeting weekly and kaizen meeting monthly. - Conduct Customer care staff meeting every quarter; - Organize behavioral and technical training for c care staff in co-ordination with ALC and STC respectively. - Co-ordinate with TMC (through Divisional office) and maintain MIS data to respond as and when needed on CRM parameters) - Upload CR data for CR awards periodically in co-ordination with D.O. - Organise Annual CR champion competition Event to identify CR Champion of the year, as per TMC guidelines and direction. - Managing DMS requirements of Customer care department. Job Type: Full-time Pay: ₹27,000.00 - ₹33,000.00 per month Benefits: Health insurance Provident Fund Schedule: Day shift Supplemental Pay: Performance bonus Yearly bonus Language: English (Preferred) Work Location: In person Speak with the employer +91 8754899970