Customer Relations Manager

Job Title:

Department:

Location:

Reporting To:

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Experience:

Qualification:

Job Summary:

The Customer Relationship Manager will be responsible for managing the end-to-end customer relationship cycle in the Mahindra Commercial Vehicle workshop. This includes appointment management, post-service follow-ups, feedback collection, customer satisfaction (CSI) improvement, service reminder campaigns, and complaint handling, ensuring smooth customer interaction and service experience.

Key Responsibilities:

✅ Customer Handling & Communication:

Handle customer queries, appointment bookings, and complaints with empathy and professionalism.

Maintain customer database (vehicle details, service history, etc.).

Make follow-up calls for due service, insurance renewal, and service feedback.

✅ Service Follow-ups & Feedback:

Conduct post-service follow-up calls within 48 hours.

Record and escalate negative feedback to the Service Manager.

Improve Customer Satisfaction Index (CSI) score.

✅ CRM Data Management:

Ensure accurate and timely data entry in DMS / CRM systems.

Track missed customers, cancellations, and ensure rebooking.

Maintain records for warranty, AMC, and free service status.

✅ Complaint Management:

Register and track complaints to resolution.

Coordinate with Service Advisors and Technical team for quick closure.

Maintain complaint register and report trends to management.

✅ Campaigns & Reminders:

Run SMS / call campaigns for due service, safety checks, and seasonal offers.

Educate customers about workshop services, value-added services, and offers.

✅ Coordination:

Coordinate with workshop teams for vehicle delivery updates.

Share daily report of inbound/outbound calls and customer interactions.

Attend CRM review meetings and share progress reports.

Key Skills & Competencies:

Good communication skills in local language, Hindi & basic English

Basic technical knowledge of automobiles (Commercial Vehicle preferred)

Familiarity with CRM software, DMS (Dealer Management System), MS Excel

Customer-centric approach

Problem-solving attitude

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KRA (Key Result Areas):

Service appointment conversion rate

Customer Satisfaction Index (CSI) score

Complaint resolution TAT

Service reminder campaign effectiveness

Repeat visit rate improvement

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Working Days: Monday to Saturday

Working Hours: 9:30 AM – 6:30 PM

Job Type: Full-time

Pay: ₹20,000.00 - ₹40,000.00 per month

Benefits:

• Flexible schedule
• Paid time off
• Provident Fund

Schedule:

• Day shift

Supplemental Pay:

• Commission pay
• Performance bonus
• Yearly bonus