Customer Service Manager (CSM)

Role Overview: As a Customer Experience Manager (CXM) at the Gurgaon KIA Showroom, your primary responsibility is to ensure an exceptional and seamless experience for every customer visiting the car showroom. You will be the face of the brand, managing the customer journey from initial inquiry through to post-sale engagement. Working closely with sales, service, and marketing teams, you will aim to enhance satisfaction, loyalty, and brand image. Key Responsibilities: - Manage the customer journey by greeting and assisting customers upon arrival at the showroom, ensuring a welcoming environment, and coordinating test drives and product demonstrations. - Maintain and update customer records in CRM systems, follow up with customers post-visit and post-sale, and handle and resolve customer complaints or concerns promptly and professionally. - Monitor and evaluate customer feedback, identify pain points, suggest improvements to showroom processes and services, and train showroom staff on customer interaction protocols and standards. - Uphold the dealership's image and standards, collaborate with marketing for showroom events, launches, or promotions, and maintain the ambiance and cleanliness of customer areas while ensuring the availability of brochures, displays, refreshments, and other touchpoints. Qualifications Required: - Bachelor's degree in Business, Marketing, Hospitality, or a related field. - 3+ years of experience in customer-facing roles, preferably in automotive or luxury retail. - Strong communication and interpersonal skills, proficiency in CRM tools and MS Office, problem-solving mindset with a customer-first approach, and a professional appearance and demeanor. Additional Details: Good experience in the automobile sector is preferred for this role. (Note: Only Female Candidates Preferred),