Customer Relationship Manager

ob Summary:

The Customer Relationship Manager (CRM) – Service is responsible for managing customer interactions, ensuring high levels of customer satisfaction, handling service feedback, and maintaining long-term relationships with two-wheeler service customers. The role focuses on improving customer retention, service experience, and overall dealership reputation.

Key Responsibilities:

1. Customer Interaction & Support

• Attend walk-in and telephonic service inquiries.

• Coordinate with Service Advisors and Workshop team for smooth service operations.

• Ensure proper communication regarding job cards, service status, and delivery timelines.

• Handle customer complaints and resolve issues effectively.

2. Follow-ups & Retention

• Conduct post-service follow-up calls to collect feedback.

• Maintain service due reminder calls and message campaigns.

• Promote AMC (Annual Maintenance Contracts), extended warranties, and value-added services.

• Work towards customer retention and repeat business.

3. Feedback & Satisfaction Monitoring

• Monitor customer satisfaction levels.

• Maintain CSI (Customer Satisfaction Index) reports.

• Address negative feedback immediately and coordinate resolution.

• Prepare daily/weekly/monthly customer feedback reports.

4. Database Management

• Maintain updated customer records in CRM system.

• Ensure accurate entry of service details and customer information.

• Coordinate with sales team for cross-selling opportunities.

5. Complaint Handling

• Register and track customer complaints.

• Escalate critical issues to the Service Manager when required.

• Ensure timely closure of complaints.

Key Performance Indicators (KPI):

• Customer Satisfaction Score (CSI)

• Repeat service ratio

• Complaint resolution turnaround time

• Service reminder conversion rate

• AMC / Extended Warranty sales support

Required Skills & Competencies:

• Excellent communication and interpersonal skills

• Strong problem-solving ability

• Customer-focused approach

• Basic knowledge of two-wheeler service processes

• Computer proficiency (MS Excel, CRM software)

• Ability to handle pressure and difficult customers

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