Cro (Customer Relationship Officer)

5 days ago

Navi Mumbai Maharashtra, India Arctic Fox Enterprises Private Limited Tata Motors TASS CV Full time

**Service Marketing List (SML) Management**:
Qualifications:

- Proven experience in customer service, marketing, or a related role, preferably in the automotive or commercial vehicle service industry.
- Strong communication and interpersonal skills, with the ability to engage effectively with customers and team members.
- Experience with CRM software and data analysis tools.
- Ability to work independently, prioritize tasks, and manage time effectively.
- Knowledge of commercial vehicle products and services is a plus.
- Develop, manage, and update the Service Marketing List (SML) with accurate customer and vehicle data.
- Strategically use the SML to identify opportunities for service promotions, reminders, and service campaigns targeted at specific customer segments.
- Coordinate with the service team to ensure that the SML is effectively utilized for pre-service engagement, aiming to improve service booking rates and customer retention.

**Post Service Feedback (PSF) Collection**:

- Implement systematic approaches for collecting Post Service Feedback (PSF) from customers after each service visit.
- Analyze PSF data to identify trends, customer satisfaction levels, and areas for service improvement.
- Share feedback insights with the service team and management to drive continuous service quality enhancements.

**Customer Relationship Management**:

- Serve as the primary point of contact for customers, handling inquiries, service appointments, and any issues with empathy and professionalism.
- Foster strong relationships with customers through regular communication, personalized follow-ups, and targeted service offers based on their history and preferences.
- Use CRM tools to track customer interactions, preferences, and service history to provide tailored service recommendations.

**Customer Retention and Loyalty Programs**:

- Develop and implement customer retention strategies and loyalty programs, leveraging the SML to identify eligible customers.
- Monitor the effectiveness of retention and loyalty programs, making adjustments based on customer feedback and participation rates.

**Collaboration and Reporting**:

- Collaborate with the service, sales, and marketing teams to align on customer service strategies and promotions.
- Prepare regular reports on SML utilization, PSF outcomes, customer satisfaction metrics, and the impact of customer relationship activities on service revenue and customer loyalty.

**Salary**: ₹12,000.00 - ₹15,000.00 per month

**Benefits**:

- Provident Fund

Schedule:

- Day shift

Supplemental pay types:

- Commission pay

**Education**:

- Higher Secondary(12th Pass) (required)

**Experience**:

- total work: 1 year (preferred)

**Language**:

- English, Hindi, Marathi (preferred)

**Speak with the employer**

+91 9004604753

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