Customer Relationship Manager (CRM)

DESIGNATION: CUSTOMER RELATIONSHIP MANAGEMENT. LOCATION: BOISAR. SALARY: 20,000-30,000. Job Description: a) Customer Relationship Management 1. Drive customer relationship programs and key initiatives to achieve customer satisfaction index at the dealership. 2. Allocate responsibilities to team, Track and monitor initiatives and provide guidance and course corrections. 3. Monitor & Analyse customer satisfaction levels and define customer specific plans to ensure delight for all current and prospective customers. 4. Provide quality feedback and update to the dealership management team on the overall quality of customer interactions and highlight issues if any. 5. Maintain and monitor customer relations department KPIs (including CSI) for business analysis. b) Complaint management 1. Resolving Customer complaints timely and effectively and taking steps to ensure such complaints are avoided in future. 2. Track implementation of corrective action and take action in case of non-conformance. 3. Closing all the customer complaints in DMS after appropriate resolution. 4. Meeting customers for resolution of complaints. c) Feedback collection 1. Planning daily, weekly and monthly customer contact process to be followed by the CRM team for feedback 2. Diagnose the root cause for the customer complaints and determine accountability. 3. Discuss customer feedback with service team on daily basis. 4. Action plan the issue with the concerned team and fix time for resolution. 5. Maintains a case history file of all customer complaints and problems, documented with relevant data. d) Data management 1. Generating Service due data, allotting data to CRE team, monitor their daily calling. Coach CRE team on effective marketing techniques. 2. Ensure a healthy flow of fresh service appointments for the workshop by setting daily and monthly appointment generation targets. 3. Lost Data tracking with analysis, design and lead initiatives to bring back lost customers. 4. Regular audit Customer Care processes as per HMIL norms and maintain documentation. 5. Calculate, track and monitor the KPI of each CRE. 6. Maintains a file of the dealership's customer satisfaction achievements. Job Types: Full-time, Permanent Pay: ₹20,000.00 - ₹30,000.00 per month Schedule: Day shift Education: Bachelor's (Required) Experience: Customer relationship management: 3 years (Required) Language: English (Required) Marathi (Required) Location: Palghar, Maharashtra (Required) Work Location: In person Speak with the employer +91 7722022890