Customer Relationship Manager (CRM)

As an Automobile Customer Relationship Manager, your role is crucial in enhancing customer experience and fostering strong relationships with customers at the dealership or automotive company. Here's what you will be responsible for: - **Customer Communication:** You will be the primary point of contact for customers, addressing inquiries, providing information about products and services, and resolving issues promptly through phone, email, or in-person interactions. - **Customer Satisfaction:** Your focus will be on ensuring high levels of customer satisfaction by understanding their needs, anticipating requirements, and delivering personalized service to meet their expectations. - **Sales Support:** Collaborate with the sales team to facilitate the sales process, including following up with customers after purchases to ensure their satisfaction and gather valuable feedback. - **Complaint Handling:** Handle customer complaints or escalations professionally and efficiently, finding satisfactory resolutions and implementing preventive measures to avoid recurrence. - **Database Management:** Maintain accurate customer databases, record interactions and transactions, and utilize CRM software to track customer preferences and interactions effectively. - **Retention Strategies:** Implement strategies such as loyalty programs, special offers, and follow-up communications to retain existing customers and enhance their loyalty. - **Upselling and Cross-selling:** Identify opportunities to upsell or cross-sell products and services to existing customers based on their preferences and needs. - **Feedback Collection:** Gather feedback from customers on their experiences with products, services, and the overall dealership to continuously improve processes and services. - **Training and Development:** Provide training and guidance to sales and service staff on effective customer relationship management techniques and best practices. - **Market Research:** Stay updated on industry trends, competitor activities, and customer preferences through market research and analysis to adapt strategies accordingly. In addition to these responsibilities, you will have the opportunity to work in a full-time, permanent position with benefits like Provident Fund, day shift schedule, performance bonuses, and quarterly bonuses. Your experience in customer service and total work experience will be valued, along with proficiency in English. The work location for this role is in person.,