Customer Relationship Manager

As a Customer Relations Executive, you will play a crucial role in ensuring customer satisfaction and maintaining a positive brand reputation. Your responsibilities will include: - Assisting in resolving customer complaints and coordinating factory assistance when dealership resources are exhausted. - Monitoring Customer Relations Targets to align with organizational goals. - Sharing Customer Satisfaction Information with relevant departments to create action plans. - Introducing customers to service and parts personnel, workshop location, and hours of operation. - Following up with sales and warranty customers within 48 hours to ensure their satisfaction. - Developing and monitoring dealership customer service questionnaire results. - Monitoring and addressing timely complaints and resolutions. - Tracking customer comments and feedback on social media to uphold the brand and dealership reputation. - Analyzing market competitors, market conditions, and the effectiveness of customer relations campaigns. - Providing monthly Customer Relations Performance Plan and Results to the Dealer Principal/CEO. - Conducting in-house training and engaging with customers in top care cases. - Pre-escalating sensitive cases to the field team and Head Office. - Performing root cause analysis, implementing corrective action plans, and monitoring their effectiveness. - Ensuring prompt attendance to all customers by respective staff members. - Liaising with related departments on critical issues and providing feedback on customer complaints for statistical analysis. - Upselling Extended Warranty, Roadside Assistance, Annual Maintenance Contract, etc., to enhance customer retention. Additionally, the company offers benefits such as cell phone reimbursement, health insurance, and Provident Fund. This is a full-time, permanent position with a remote work location.,