Posted:1 day ago|
Platform:
On-site
Full Time
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.
✅ 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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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 Hours: 9:30 AM – 6:30 PM
Job Type: Full-time
Pay: ₹20,000.00 - ₹40,000.00 per month
Benefits:
Schedule:
Supplemental Pay:
JBG Organisation Pvt Ltd
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