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M/S Agni Services
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Customer Relationship Manager

Customer Relationship Manager

M/S Agni Services

1 - 2 years

2 - 3 Lacs

Guwahati

Posted:1 day ago| Platform: GlassDoor logo

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Skills Required

crm service leadership training communication

Work Mode

On-site

Job Type

Full Time

Job Description

Job Summary:

The Customer Relationship Manager (CRM – Service) is responsible for delivering an excellent customer experience in the service department. The role involves overseeing all customer touchpoints, leading the CRE (Customer Relationship Executive) team, handling service follow-ups, and ensuring high customer satisfaction and loyalty.

Key Responsibilities:

Greet and assist customers at the service reception in a professional manner.
Manage service appointment bookings, reminders, and daily follow-ups.
Handle customer queries, concerns, and escalate unresolved issues appropriately.
Lead and guide the team of Customer Relationship Executives (CREs) to ensure consistent service quality.
Allocate tasks to CREs, monitor their performance, and provide necessary support.
Maintain and update customer records and service feedback.
Take responsibility for customer satisfaction index (CSI) scores and ensure regular improvement.
Coordinate with service advisors, technicians, and workshop teams to ensure timely delivery.
Ensure all post-service follow-ups and feedback calls are completed.
Provide leadership, motivation, and training to CREs to maintain a customer-first culture.

Requirements:

Graduate (Any stream); Preferred: diploma in customer care
1–2 years in customer handling, with experience in managing teams.
Strong leadership and team-handling abilities
Excellent communication and interpersonal skills
Customer-centric approach
Good command over MS Office and CRM tools
Problem-solving and decision-making skills

Job Type: Full-time

Pay: ₹20,000.00 - ₹25,000.00 per month

Schedule:

Day shift

Language:

English (Preferred)

Work Location: In person

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