This role focuses on bridging the gap between the dealership and its clientele to ensure high levels of customer satisfaction and loyalty through proactive communication. The primary objective is to manage the end-to-end customer journey, from delivery follow-ups to service reminders and grievance redressal, fostering long-term brand advocacy and repeat business.
Key Responsibilities
- Manage and track the Customer Satisfaction Index (CSI) and Sales Satisfaction Index (SSI) scores in strict alignment with OEM standards.
- Conduct post-delivery and post-service follow-up calls (PSF) to gather feedback and address immediate customer concerns.
- Oversee the resolution of all customer complaints within stipulated Turnaround Times (TAT) to prevent escalations to the OEM level.
- Maintain and update the Dealer Management System (DMS) with accurate customer profiles, contact details, and interaction history.
- Coordinate closely with the Sales and Service departments to ensure a seamless experience for the customer during every touchpoint.
- Organize and execute customer engagement activities, such as service camps, new car launch events, and loyalty programs.
- Analyze customer feedback trends and provide actionable monthly reports to management for process improvements.
- Ensure all customer-facing staff adhere to the brand's grooming and behavioral guidelines.
Requirements
- 1-3 years of experience in customer service or CRM roles, preferably within an authorized automotive dealership.
- Proven ability to handle difficult customers and resolve conflicts with a calm and professional demeanor.
- Proficiency in using Dealer Management Systems (DMS) and CRM software tools.
- Strong command over English and the local regional language for effective communication.
- Excellent telephone etiquette and professional email writing skills.
- Familiarity with MS Office, particularly Excel for data reporting and feedback analysis.
Preferred
- Experience working with a premium or luxury automotive brand.
- Knowledge of IRDA guidelines for addressing insurance-related customer queries.
- Prior experience in managing digital leads and social media reputation management.
Skills
Technical
CRM Software Management, Data Analysis, MS Excel (Pivot Tables/VLOOKUP), OEM Portal Navigation, Report Generation
Soft Skills
Active Listening, Conflict Resolution, Empathy, Time Management, Interpersonal Communication
Qualifications
Education: Graduate in any stream; MBA in Marketing or Hospitality is preferred.
Experience: 1 to 3 years in a customer-centric role within the automotive or retail sector.
Certifications: OEM-specific CRM training, Customer Service Excellence Certification
Work Environment
Professional dealership office setting with an on-site requirement; standard 6-day work week (10 AM - 7 PM).
Growth Opportunities
Successful candidates can progress to roles such as CRM Head, Regional Customer Experience Manager, or Marketing Manager within the dealership group or OEM network.