Customer Experience Manager

Customer Follow-up: Contact customers after vehicle servicing to check satisfaction and overall service experience.

Customer Feedback: Collect and record customer feedback, complaints, and suggestions regarding workshop services.

Service Follow-up: Follow up on pending service concerns, repair issues, and customer commitments with the Service Advisors and Workshop team.

Complaint Management: Handle customer complaints professionally and coordinate with relevant departments for timely resolution.

Customer Satisfaction: Monitor customer satisfaction scores, CSI/NPS, and take corrective actions wherever required.

Service Reminder Calls: Make periodic calls to customers for scheduled maintenance, service due dates, and vehicle health checks.

Customer Retention: Build strong relationships with existing customers and encourage repeat service visits.

Appointment Generation: Generate service appointments through follow-up calls, campaigns, and customer databases.

CRM/DMS Updates: Maintain accurate customer records, call logs, feedback, complaints, and follow-up status in the CRM/DMS.

Coordination & MIS: Coordinate with Service Advisors and Workshop Managers and prepare daily/weekly reports on calls, appointments, complaints, feedback, and customer satisfaction.