Customer Relationship Manager

Job Purpose:To ensure high levels of customer satisfaction by managing end-to-end service-related communication, addressing customer grievances, monitoring feedback, and supporting retention initiatives as per Tata Motors CRM guidelines. Key Responsibilities:Customer Communication & Relationship Management Act as the single point of contact for customers post vehicle service. Make outbound calls to inform customers about vehicle service due dates and booking confirmations. Handle inbound queries related to service, complaints, and updates. Service Feedback & Follow-up Conduct post-service follow-up calls to collect customer feedback. Address and resolve customer concerns in coordination with the Service Advisor and Workshop team. Maintain feedback records as per Tata CRM norms. Customer Retention & Retention Campaigns Execute service reminder campaigns (Free Service, PMS, AMC, etc.). Monitor and drive periodic service reminders through phone, SMS, and email. Follow-up on inactive and lapsed customers to improve retention. DISS & Escalation Handling Monitor Dealer-level DISS cases and ensure timely response and closure. Escalate unresolved issues to the Service Manager or CRM Lead, as necessary. Data Management & Reporting Maintain accurate customer contact and service records in the DMS/CRM portal. Share daily/weekly MIS reports on follow-ups, feedback, and escalations. Coordinate with Tata Motors Zonal CRM Team for audits, guidelines, and reporting. Support for Service Events Assist in coordinating and calling customers for service camps, mega service days, and customer meets. Key Skills Required:Strong communication and interpersonal skills Customer-oriented mindset Proficiency in MS Office (Excel, Word) and DMS/CRM software Patience and conflict resolution abilities Fluency in English, Hindi, and local language