Job Title :Customer Relationship Manager
Job Location :Coimbatore Mettupalayam Road
No of Openings : 2
Qualification :Any Degree
Experience :3 TO 5 Years
Salary ;30k to 35k per month(Negotiable for the right candidate)
Roles & Responsibilities:
Customer Relationship Manager has the responsibility to understand VOC (Voice of Customer)
through capturing and understanding customer needs, specify the service standards, ensure
actual service is as per specifications, and take the customer feedback.
CR manpower includes:
- CR Executive
- DMS Operators/Billing Executives
CR Manager has following Roles:
- Management of personnel
- Availability of skilled and adequate manpower for customer interaction.
- Delegation of responsibilities within the CR team.
- Need based training for manpower development.
- Apprise the senior management of the team performance.
- Management of Customer Feedback System
- Monitor Feedback Collection and Updating of records.
- Analysis of Customer feedbacks and complaint trends.
- Report the results to senior management.
- Countermeasure plan for gap areas.
- Customer Complaint Resolution
- Establish a system to capture customer complaints from all sources.
- Ensure proper tracking of complaints receiving till resolution.
- Record keeping and updating of all documents pertaining to Complaints.
- Monitor the complaint resolution lead time.
- Guidance to CR executives for complaint resolution.
- Information to management.
- Coordination and information to OEM Supplier for complaint resolution.
- Delivery time management
- Ensure the delivery of vehicles to customers are done within committed time.
- Investigate the deviations and suggest countermeasure.
- Management of call center activities
- Establish the booking system, reminder system and post service follow-up system
- Increase customer turnover rate
- Analysis of Customer turn over ratio.
- Plan for Customer retention activities.
- Analysis of Lost customer for services.
- Customer Satisfaction
- Analysis of the survey reports provided by OEM Supplier
- Identification of Gap areas & countermeasures in consultation with OEM Supplier
- Implementation of the same at the Dealership & Network
- Regular Monitoring of system compliance to maintain it
Interested Candidates Send Your Profiles To firstname.lastname@example.org
Reach Us At : 8220014457