Chief Relationship Officer (CRO)

T.C MOTORS PVT.LTD · Kolkata

Senior

Pay₹10,000–15,000a month, as listed

WhereKolkataWest Bengal

TypeFull time

Posted5 Oct31 days ago, via SimplyHired

Kaam checked

No fee, deposit or pay-to-apply signs

Day work

No vehicle or licence needed

Skills they list61 named

Customer feedback collectionLoyalty programme promotionQuality indicator monitoringCustomer records maintenanceRecord-keepingCustomer complaint handlingAdd-on service promotionAfter-sales serviceEmployee soft skills trainingOperations efficiency analysisCustomer relationship buildingCustomer complaint follow-up verificationLoyalty marketingPhone communicationOperations coordinationCustomer complaint documentationStakeholder liaisonClient enquiry handlingKPI reportingCustomer feedback analysisEscalation managementGap analysisQuality managementDe-escalation techniquesMetrics reportingClient relationship developmentAfter-sales issue resolutionHandling dissatisfied clientsClient feedback collectionKey performance indicatorsBusiness etiquetteDaily operations report preparationAchieving service-level targetsStakeholder coordinationContinuous improvementCustomer expectation managementClient servicesQuality improvementService delivery statistics reportingCustomer relationship managementConflict managementChurn preventionCustomer loyaltyClient retention strategyCustomer service report generationProblem identificationClient status updatesManagement reportingClient communication skillsCommunication skills training facilitationVoice of customer researchInternal team coordination for issue resolutionCommunication skillsClient liaisonTeam coordinationAfter-sales follow-upKPI analysisCross-functional communicationIssue reportingTraining deliveryClient interaction via phone calls

About this job

Customer Relationship Management

Act as the primary point of contact between customers and the service center

Build and maintain long-term relationships with customers

Handle customer queries, complaints, and escalations professionally

Ensure a positive service experience at every touchpoint

Customer Satisfaction & Feedback

Monitor customer satisfaction (CSAT) scores and service quality

Collect feedback through calls, surveys, or follow-ups

Analyze complaints and suggest improvements

Ensure quick resolution of issues to retain customers

Service Coordination

Coordinate between customers and service advisors/technicians

Keep customers informed about service status, delays, or additional work

Ensure promised delivery timelines are met

Complaint Handling & Escalation

Manage dissatisfied customers and resolve conflicts

Escalate critical issues to management when needed

Ensure complaints are closed within defined timelines

Customer Retention & Loyalty

Develop strategies to retain customers and encourage repeat visits

Promote loyalty programs, service packages, and offers

Build trust to increase brand loyalty

Process Improvement

Identify gaps in service processes

Suggest improvements to enhance efficiency and customer satisfaction

Work with management to implement best practices

Reporting & Documentation

Maintain records of customer interactions and complaints

Prepare daily/weekly reports on customer feedback and issues

Track KPIs like repeat customers, complaint resolution time, and satisfaction scores

Team Support & Training

Guide front-desk staff and service advisors on customer handling

Train team members in communication and service etiquette

Key Skills Required

Strong communication and interpersonal skills

Problem-solving and conflict resolution ability

Customer-centric mindset

Basic technical understanding of vehicles (preferred)

Patience and professionalism under pressure

Pay: ₹10,000.00 - ₹15,000.00 per month

Benefits

Provident Fund

Work Location: In person

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