Customer Care Manager

Job Description – CRM Executive / Manager

Position Title

CRM Executive / CRM Manager – Customer Relationship Management

Department

Customer Experience / After Sales

Industry

Automobile Aftermarket / Multibrand Car Service

Location

Chennai / Bangalore / Other Expansion Cities

Reporting To

Operations Head

Job Summary

The Customer Care Manager will be responsible for managing customer relationships, improving customer satisfaction, increasing repeat business, and ensuring effective communication with customers across all Petromin Express workshops. The role involves handling customer feedback, service follow-ups, complaint resolution, retention activities, and customer engagement programs.

Key Responsibilities

• Maintain and update customer database and service records.

• Handle inbound and outbound customer calls professionally.

• Conduct post-service feedback calls to measure customer satisfaction.

• Ensure timely closure of customer complaints and escalations.

• Coordinate with workshop teams for service updates and issue resolution.

• Improve customer retention and repeat service business.

• Send service reminders, promotional campaigns, and follow-up communications.

• Prepare daily, weekly, and monthly CRM reports.

• Monitor online reviews and customer feedback across platforms.

• Support customer loyalty and referral programs.

• Ensure excellent customer experience at all touchpoints.

• Maintain TAT (Turn Around Time) for complaint handling and service follow-up.

• Coordinate with Service Advisors and Operations teams for smooth workflow.

Key Skills Required

• Excellent communication and interpersonal skills

• Customer handling and complaint resolution

• CRM software knowledge

• Telecalling and customer engagement

• MS Excel and reporting skills

• Team coordination abilities

• Customer retention strategies

• Problem-solving and analytical skills

• Ability to work under pressure

Qualification

• Any Graduate / Diploma

• Additional certification in CRM or Customer Service is an added advantage

Experience

• 2 to 8 years in CRM / Customer Care / Automobile After Sales

• Experience in automobile service industry preferred

Preferred Industry Background

• Multibrand Car Service

• Automobile Aftermarket

• Car Dealerships

• Service Centres

KPIs / Performance Metrics

• Customer Satisfaction Score (CSAT)

• Repeat Customer Ratio

• Complaint Closure TAT

• Customer Retention Percentage

• Feedback Collection Efficiency

• Call Quality & Productivity

• It is a Full Time Customer Support / TeleCaller job for candidates with 4 - 6+ years Experience.