Customer Relationship Manager

Job Summary:

The Customer Relationship Manager (CRM – Service) is responsible for delivering an excellent customer experience in the service department. The role involves overseeing all customer touchpoints, leading the CRE (Customer Relationship Executive) team, handling service follow-ups, and ensuring high customer satisfaction and loyalty.

Key Responsibilities:

• Greet and assist customers at the service reception in a professional manner.
• Manage service appointment bookings, reminders, and daily follow-ups.
• Handle customer queries, concerns, and escalate unresolved issues appropriately.
• Lead and guide the team of Customer Relationship Executives (CREs) to ensure consistent service quality.
• Allocate tasks to CREs, monitor their performance, and provide necessary support.
• Maintain and update customer records and service feedback.
• Take responsibility for customer satisfaction index (CSI) scores and ensure regular improvement.
• Coordinate with service advisors, technicians, and workshop teams to ensure timely delivery.
• Ensure all post-service follow-ups and feedback calls are completed.
• Provide leadership, motivation, and training to CREs to maintain a customer-first culture.

Requirements:

• Graduate (Any stream); Preferred: diploma in customer care
• 1–2 years in customer handling, with experience in managing teams.
• Strong leadership and team-handling abilities
• Excellent communication and interpersonal skills
• Customer-centric approach
• Good command over MS Office and CRM tools
• Problem-solving and decision-making skills

Job Type: Full-time

Pay: ₹20,000.00 - ₹25,000.00 per month

Schedule:

• Day shift

Language:

• English (Preferred)

Work Location: In person