Customer Relationship Manager (CRM)

As a Customer Relationship Manager at our dealership, you will play a vital role in fostering strong relationships with customers to ensure their satisfaction and drive repeat business. Your responsibilities will encompass a range of tasks including customer engagement and retention, sales support, after-sales service, data management, and reporting. Key Responsibilities: - Engage and retain customers by providing a welcoming showroom experience and maintaining regular contact through calls, messages, and emails. - Address customer queries, complaints, and feedback in a prompt and professional manner. - Develop loyalty programs to promote repeat purchases and referrals. - Support the sales team in converting leads into sales by nurturing customer relationships. - Follow up on test drives, quotations, and pending deals to facilitate the sales process. - Coordinate with the finance and insurance team for seamless customer onboarding. - Ensure timely reminders for vehicle servicing, insurance renewals, and warranty claims. - Act as a liaison between customers and the service department to resolve any issues effectively. - Monitor customer satisfaction scores and implement strategies to enhance satisfaction levels. - Maintain and update the customer database using CRM software. - Track customer interactions, complaints, and resolutions for reporting purposes. - Prepare monthly reports on customer satisfaction, retention rates, and feedback trends. Qualifications: - Bachelor's degree in Business Administration, Marketing, or a related field. - Previous experience in customer service or sales, preferably in the automobile industry. - Fluency in local language(s) is required. In addition to the job responsibilities and qualifications mentioned above, you will need to possess strong communication and interpersonal skills, the ability to handle customer complaints with empathy, knowledge of two-wheeler products, financing, and insurance processes, proficiency in CRM tools, MS Office, and digital communication platforms, as well as problem-solving and negotiation skills. This is a full-time position that offers health insurance and Provident Fund benefits. The work location is in person.,