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Customer Relationship Manager
1 week ago
Job Purpose:
The Resource-India+ CRM will work on the design and implementation of the CRM program for key markets and drive customer engagement.
The incumbent will monitor customer relations initiatives and drive closure of non technical complaints within stipulated time, putting checks and measures to ensure data quality monitoring.
Key Responsibilities:
- Drive 100% closure of non technical complaints in 2 hours
- Support customer relationship programs for Sales and After sales
- Ensure 100% closure of technical complaints in 2 hours from mutually agreed repair time with customers.
- Detailed Root Cause Analysis/detailed documentation/data quality with CSN/closure email
- Create Governance structure in place for procedures/values for dealers
- Work closely with country teams and dealer team to design local campaigns and send out emailers
- Carry out training programs for Dealership staff and internal teams on CRM processes and updates
- Monitor & ensure dealers are following SOPs for Lead Management System
- Prepare monthly MIS for relevant stakeholders in the organization
- Ensure 0% Repeat HO complaints for non technical complaints
- Track Dealer performance and regularly interact with dealer team to ensure performance improvement
- Drive Customer Data Quality Management by increasing accuracy in customer data quality in all fields captured
- Provide Leakage Analysis & Customer Feedback by tracking Inmoment score, google rating and time taken for closure of internal complaints
- Record key reasons for lapsers and rejectors and share reports regularly with concerned teams for action
- Ensure customer complaints are less than 2 / month per 1000 Job Cards in Service and per 100 retails in Sales.
- Ensure complaint resolution and provide call back to every customer within SLA for every complaint raised.
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