Customer Relationship Manager -Service

1. Leadership and Team Management

• Supervise and Direct the Customer Relationship Executive (CRE) team, setting daily/weekly priorities.
• Conduct Performance Reviews and Coaching to ensure high standards in communication and service upselling.
• Schedule and Allocate CRE resources to optimize customer contact windows and campaign effectiveness.
• Establish and Enforce KPIs for call volume, quality assurance, and service booking conversion rates.

2. Conversion and Performance Analytics

• Monitor and Analyze CRE conversion metrics (e.g., service reminder calls to scheduled appointments).
• Identify Trends in customer attrition and campaign success data to drive retention strategies.
• Generate High-Level Performance Reports for service management detailing CRE team output and its impact on service revenue and volume.
• Ensure Data Integrity and maximized utility of the dealership's Customer Relationship Management (CRM) system.

3. Customer Experience and Retention

• Serve as the Escalation Point for complex and unresolved customer service complaints, ensuring prompt and satisfactory resolution.
• Develop and Execute proactive customer engagement strategies (e.g., post-service follow-up, loyalty programs).
• Drive Continuous Improvement of the dealership’s Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) within the service department.
• Maintain Compliance with all internal quality standards and manufacturer guidelines for customer interaction.

Job Types: Full-time, Permanent

Pay: ₹30,000.00 - ₹40,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Provident Fund

Work Location: In person