Customer Relationship Manager

Duties and Responsibilities of a Customer Relationship Manager (CRM) in Sales & Service – TVS Dealership

A. SALES SIDE RESPONSIBILITIES

1. Customer Engagement & Follow-up

Handle walk-in and online sales enquiries, ensuring timely follow-up.

Maintain strong relationships with potential customers until they complete booking or purchase.

Ensure the test ride and sales experience is smooth and engaging.

2. Booking to Delivery Coordination

Communicate regularly with customers from booking to delivery stage.

Inform customers about delivery timelines, vehicle documentation, and payment procedures.

Ensure delivery ceremonies are conducted smoothly with proper customer care.

3. Customer Database & Feedback

Maintain a database of all customers (booked, invoiced, delivered).

Collect feedback after delivery and resolve any issues related to the sales process.

Update customer contact details and interaction history in CRM/DMS systems.

4. Referral & Loyalty Programs

Promote customer referral schemes and loyalty benefits.

Track and reward referrals to boost customer-driven sales.

B. SERVICE SIDE RESPONSIBILITIES

1. Service Reminders & Follow-up

Call and remind customers about due services (Free, Paid, AMC).

Schedule service appointments and coordinate with the service advisor team.

Monitor service follow-up efficiency and no-show customers.

2. Post-Service Feedback

Call customers post-service to collect feedback and NPS scores.

Escalate any dissatisfaction or complaints to the Service Manager for quick resolution.

Track complaint closure time and ensure customer issues are addressed completely.

3. AMC & RSA Promotion

Inform customers about AMC (Annual Maintenance Contract) and RSA (Roadside Assistance) schemes.

Encourage enrollment and renewal of these programs for added customer convenience.

4. Service Camps & Events Support

Assist in organizing free check-up camps, mega service days, and doorstep service promotions.

Contact customers and ensure participation in such events.

C. COMMON RESPONSIBILITIES (Sales + Service)

1. CRM Data Management

Maintain accurate, updated CRM entries in TVS DMS/Dealer management system.

Track customer lifecycle – from enquiry to repeat service or vehicle exchange.

2. Customer Complaint Handling

Be the first point of contact for customer grievances in both sales and service.

Ensure proper documentation, follow-up, and resolution with concerned departments.

3. Customer Retention & CSI Improvement

Work to improve CSI (Customer Satisfaction Index) and customer retention rate.

Conduct periodic retention calls, lost customer recovery, and inactive customer engagement.

4. Reporting & Coordination

Submit daily and monthly CRM activity reports to the Sales and Service Managers.

Coordinate with different departments (sales, delivery, workshop, accounts) for seamless customer experience.

Job Type: Full-time

Pay: ₹20,000.00 - ₹30,000.00 per month

Benefits:

• Health insurance
• Paid time off
• Provident Fund

Schedule:

• Day shift

Supplemental Pay:

• Overtime pay
• Performance bonus

Experience:

• Customer service: 2 years (Required)

Work Location: In person