CRM/CRE FOR AUTOMOBILE SERVICES CENTER - RAIPUR , CHHATTISGARH

Job Description:

• Customer Interaction & Communication:
  • Greet customers courteously at the service reception and during vehicle delivery.
  • Handle inbound and outbound communications (phone, email, chat) for inquiries, complaints, and feedback.
  • Conduct post-service follow-up (PSF) calls to ensure satisfaction and address any lingering concerns.
  • Inform customers about service offers, campaigns, and warranty details to promote business and retention.
• Appointment Management:
  • Call customers to schedule and confirm vehicle service appointments (periodic maintenance, repairs, etc.).
  • Manage and update appointment schedules, coordinating with service advisors and workshop teams.
• Issue Resolution & Feedback:
  • Promptly address and resolve customer complaints, escalating complex issues to appropriate departments (e.g., service manager, factory assistance) when necessary.
  • Collect and document customer feedback for product and service improvements.
  • Analyze customer satisfaction (CSAT) scores and other metrics to identify trends and implement corrective actions.
• Data Management & Reporting:
  • Accurately record and maintain detailed customer information, interactions, and case histories in the CRM or dealership management system (DMS).
  • Generate reports on delivery performance, complaint trends, and customer satisfaction for management review.
• Sales & Loyalty Support:
  • Support customer retention and loyalty programs, including reactivation and referral campaigns.
  • Identify upselling and cross-selling opportunities for services, parts, and accessories during customer interactions.
  • Assist the sales team with lead management and ensuring post-sale customer contacts are made. 

• Experience: Previous B2C customer-facing experience is typically required, with experience in an automobile showroom or workshop environment being a significant advantage.
• Communication: Excellent verbal and written communication skills, strong listening skills, and a professional telephone manner.
• Soft Skills: Patience, empathy, problem-solving abilities, organizational skills, attention to detail, and a customer-focused mindset are essential.
• Technical Skills: Proficiency in basic computer applications and familiarity with CRM software (e.g., Salesforce, Microsoft Dynamics) and helpdesk systems.
• Automotive Knowledge: A basic understanding of car mechanics and service processes helps in explaining repairs and services to customers effectively. 

JOB APPLY

http://jobs.vinayakjob.com/

CONTACT DETAILS -

Name - PRITI PATEL

Number - 93006 37413