Customer Relationship Manager

0 years

1 - 3 Lacs

Posted:3 hours ago| Platform: GlassDoor logo

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Work Mode

Remote

Job Type

Full Time

Job Description

  • Assists in resolving customer complaints, and coordinates factory assistance when all dealership resources have been exhausted.
  • Monitor Customer Relations Targets in line with Organization Goals
  • Share Customer Satisfaction Information with related department for action plan
  • Introduces customers to service and parts personnel, workshop location and hours of operation.
  • Follows up with all sales and warranty customers within 48 hours to ensure customer satisfaction.
  • Develops and monitors the results of a dealership customer service questionnaire.
  • Monitor timely Complaints / Resolutions
  • Monitor customer comments and feedback on Social Media and ensure Brand / Dealership reputation are in place.
  • Conduct Analysis of Market Competitors, Market Conditions & CR Campaign effectiveness • Provide Monthly CR Performance Plan / Results to the Dealer Principal / CEO
  • Conduction of In-house Training
  • Engaging with customers and Top care cases.
  • Pre-escalation of Sensitive cases to Field team and HO.
  • Root Cause Analysis and corrective action plan implementation and monitoring.
  • Be vigilant that all customers are being attended promptly by the respective staff.
  • Liaison with related departments on critical issues,
  • Provides feedback on customer complaints for statistical analysis and suggests actions
  • Upselling for EW, RSA, AMC etc to enhance customer retention

Job Types: Full-time, Permanent

Pay: ₹15,000.00 - ₹30,000.00 per month

Benefits:

  • Cell phone reimbursement
  • Health insurance
  • Provident Fund

Work Location: Remote

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