Customer Relationship Manager (CRM)

Job Summary

We are looking for a customer-focused CRM Executive to manage customer enquiries, feedback, complaints, and follow-ups, ensuring customer satisfaction and timely resolution of concerns.

Key Responsibilities

Handle customer enquiries, feedback, and complaints related to sales and service.

Follow up with prospective customers and coordinate with the Sales Team regarding test drives, bookings, and vehicle deliveries.

Contact customers after vehicle delivery and servicing to collect feedback and check satisfaction levels.

Handle customer concerns related to vehicle delivery, servicing, billing, and staff behaviour.

Coordinate with the Sales Team, Service Advisors, and Service Manager to resolve customer complaints.

Ensure timely follow-up and closure of customer concerns.

Maintain customer databases, complaint registers, and follow-up records.

Remind customers about periodic vehicle servicing and maintenance schedules.

Monitor customer satisfaction and identify areas for improvement.

Escalate unresolved complaints to the concerned manager.

Prepare daily and monthly CRM reports and maintain proper documentation.

Ensure a positive customer experience and build long-term customer relationships.

Candidate Requirements

Graduate in any discipline.

1–4 years of experience in CRM or customer handling, preferably in an automobile dealership.

Good communication skills in English, Hindi, and Gujarati.

Strong customer-handling, coordination, and problem-solving skills.

Knowledge of MS Excel and CRM software.

Good telephone etiquette and follow-up skills.

Job Type

Full-time

Pay

₹25,000.00 - ₹35,000.00 per month

Experience

Customer service

1 year (Preferred)

Automotive service

3 years (Preferred)

Location

Surat, Gujarat (Preferred)

Work Location

In person