Sr. Customer Relationship Manager

• Customer Relationship Management:
• Develop, maintain, and nurture strong relationships with customers, ensuring high levels of satisfaction and loyalty.
• Act as the primary point of contact for customers throughout their service journey, from inquiry to post-service follow-up.
• Resolve complex customer issues and complaints with professionalism, ensuring customer retention and brand trust.
• Service Delivery Excellence:
• Oversee the end-to-end service process for customers, ensuring timely and quality service delivery.
• Monitor service team performance, ensuring adherence to Hyundai Motors’ service standards and best practices.
• Ensure accurate communication and seamless interaction between departments (e.g., Service, Parts, Sales) to improve the customer experience.
• Point-to-Point Service Coordination:
• Manage the complete lifecycle of customer service touchpoints, from initial request to service completion, ensuring a smooth experience.
• Leverage a point-to-point approach to identify and mitigate any gaps in service delivery and improve customer touchpoint management.
• Process Improvement:
• Analyze customer feedback and service metrics to identify areas for improvement in service processes and customer communication.
• Suggest and implement strategies to streamline service operations, improve quality, and enhance customer satisfaction.
• Team Leadership & Training:
• Mentor and guide service staff in delivering exceptional customer experiences and meeting company service targets.
• Train and motivate the team to adopt Hyundai’s customer-centric values and maintain high standards of service.
• Collaborate with cross-functional teams to ensure smooth operations and alignment with customer satisfaction goals.
• Reporting & Analytics:
• Prepare and present regular reports on customer satisfaction, service performance, and KPIs to senior management.
• Use data-driven insights to continuously refine customer service strategies and contribute to business growth.
• Experience:
• Minimum 5-7 years of experience in customer service/relationship management, preferably in the automotive industry.
• Proven experience working with Hyundai Motors or a similar automotive brand is highly preferred.
• Strong point-to-point service management experience, overseeing customer touchpoints across multiple service stages.
• Exceptional communication and interpersonal skills, with a customer-first mindset.
• Strong problem-solving skills with the ability to resolve complex customer issues.
• Excellent organizational skills and attention to detail.
• Ability to work under pressure and handle high-stress situations with grace.
• Strong leadership qualities with a focus on mentoring and developing a high-performance team.
• Proficient in CRM tools, service management software, and Microsoft Office Suite (Excel, Word, PowerPoint).
• Knowledge of Hyundai Motors’ service processes and standards (or a similar brand).
• Understanding of service lifecycle management and customer journey mapping.

Job Type: Full-time

Pay: ₹25,000.00 - ₹30,000.00 per year

Benefits:

• Health insurance
• Paid time off

Work Location: In person

Speak with the employer
+91 9870208940