CRM

This role focuses on enhancing the post-sales experience by managing customer interactions and ensuring high levels of satisfaction throughout the vehicle servicing lifecycle. It involves bridging the gap between technical service delivery and customer expectations to build long-term brand loyalty within the dealership network.

Key Responsibilities

• Manage Post-Service Follow-up (PSF) calls to capture customer feedback and ensure service quality standards are met as per OEM guidelines.

• Monitor and improve the Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) to maintain high regional rankings.

• Handle customer grievances and escalations promptly, ensuring effective resolution through close coordination with the workshop team.

• Analyze service data to identify trends in customer complaints and recommend process improvements to the Workshop Manager.

• Oversee the service reminder process and tele-calling activities to drive workshop load and increase repeat service visits.

• Maintain and update the Dealer Management System (DMS) with accurate customer profiles, interaction history, and feedback records.

• Coordinate with the OEM regional office regarding customer satisfaction reports and the implementation of service marketing campaigns.

• Organize customer engagement activities such as service camps, car care clinics, and loyalty program events.

Requirements

• 3-5 years of experience in a CRM role specifically within an Indian automotive dealership service department.

• Proven track record of managing and improving CSI/JD Power scores for reputable automobile brands.

• Fluency in the local language and English to effectively communicate with a diverse customer base.

• Hands-on experience with Dealer Management Systems (DMS) such as Autoline, SAP, or OEM-specific platforms.

• Proficiency in MS Excel for generating daily, weekly, and monthly MIS reports and data analysis.

• In-depth understanding of the automotive service value chain and general workshop operations.

Preferred

• Experience working with premium or luxury automotive brands in the Indian market.

• Prior experience in handling insurance renewal coordination or service-related marketing.

• Certification in Customer Relationship Management or professional soft skills training.

Skills

Technical

DMS Proficiency, Advanced MS Excel, Data Analysis, CRM Software, MIS Reporting

Soft Skills

Conflict Resolution, Empathy, Active Listening, Persuasive Communication, Interpersonal Skills

Qualifications

Education: Graduate in any stream

Experience: 3 to 5 years in Automotive Service CRM