Customer Relationship Officer

The Customer Relationship Officer is responsible for delivering exceptional customer service by building and maintaining positive relationships with commercial vehicle customers, fleet operators, dealers, and corporate clients. The role supports customer retention by ensuring timely communication, addressing customer inquiries and complaints, coordinating with internal teams for prompt issue resolution, and enhancing the overall customer experience throughout the vehicle ownership lifecycle.

Key Responsibilities

• Serve as the primary point of contact for customer inquiries, requests, and service-related concerns.

• Maintain regular communication with customers through calls, emails, and follow-up visits.

• Coordinate with Sales, Service, Spare Parts, Warranty, and Finance teams to ensure timely resolution of customer issues.

• Record, track, and close customer complaints within defined turnaround times.

• Conduct post-delivery and post-service follow-up calls to measure customer satisfaction.

• Update and maintain accurate customer information and interaction records in the CRM system.

• Support customer engagement initiatives such as service camps, customer meets, product awareness programs, and feedback surveys.

• Identify opportunities for customer retention, repeat business, and referrals, and share leads with the sales team.

• Monitor customer feedback and recommend improvements to enhance service quality and customer experience.

• Prepare periodic reports on customer interactions, complaints, satisfaction levels, and follow-up status.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Commerce, Automotive, or a related discipline.

Experience

• 3–5 years of experience in customer service, customer relationship management, or after-sales support, preferably in the commercial automobile, automotive dealership, or fleet management industry.

Required Skills

• Strong communication and interpersonal skills.

• Customer-focused approach with excellent problem-solving abilities.

• Knowledge of CRM systems and Microsoft Office applications.

• Ability to coordinate effectively with cross-functional teams.

• Good organizational and time management skills.

• Ability to handle customer complaints professionally and maintain positive relationships.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT) Score

• Customer Complaint Resolution Turnaround Time (TAT)

• First Contact Resolution (FCR) Rate

• Customer Follow-up Compliance

• CRM Data Accuracy and Timeliness

• Customer Response Time

• Post-Service and Post-Delivery Feedback Completion Rate

• Customer Retention and Referral Rate

• Customer Escalation Closure Rate

• Achievement of Customer Engagement Activity Targets

• It is a Full Time Customer Support / TeleCaller job for candidates with 3 - 6 years of experience.