Service CRM

2 days ago

Sambalpur, India Infinity Hyundai Full time

A "Service CRM" in the automotive industry is responsible for managing customer relationships within the service department of a dealership, utilizing a dedicated CRM system to track customer interactions, schedule service appointments, follow-up on repairs, and ensure a positive customer experience throughout the vehicle maintenance process, aiming to maximize customer satisfaction and loyalty through personalized communication and proactive outreach. Key Responsibilities:
**Customer Interaction Management**:

- Track customer vehicle history, service records, and warranty information.
- Proactively reach out to customers regarding upcoming service appointments based on vehicle mileage or maintenance schedules.
- Handle customer complaints and concerns efficiently, escalating issues when necessary.
- **Appointment Scheduling and Coordination**:

- Schedule service appointments efficiently, considering customer availability and technician capacity.
- Coordinate with service technicians to ensure timely completion of repairs.
- **Service Quality Monitoring**:

- Track customer satisfaction levels through post-service surveys and feedback mechanisms.
- Identify areas for improvement within the service department based on customer feedback.
- Monitor repair quality and address any issues promptly.
- **Marketing and Sales Support**:

- Identify potential sales leads through service interactions and refer them to the sales team.
- Promote additional service packages and maintenance plans to customers based on their vehicle needs.
- Run targeted marketing campaigns to encourage regular servicing.
- **Data Analysis and Reporting**:

- Generate reports on key service metrics like customer retention rates, service appointment volume, and customer satisfaction scores.
- Analyze data to identify trends and opportunities for service improvement.

**Required Skills**:

- Excellent communication and interpersonal skills to build rapport with customers
- Strong organizational skills to manage appointment schedules and customer data
- Proficiency with CRM software and automotive service management systems
- Understanding of vehicle maintenance and repair procedures
- Ability to analyze data and generate actionable insights

**Employee Facilities Include**:

- Attractive salary packages
- Performance incentives and bonuses
- ESIC and EPF benefits
- On-site canteen
- Regular appraisals
- Continuous training and development
- Clear career paths for growth
- Staff lunch room with AC facility

**Job Types**: Full-time, Permanent

Pay: ₹20,000.00 - ₹25,000.00 per month

**Benefits**:

- Cell phone reimbursement
- Food provided
- Internet reimbursement
- Life insurance
- Provident Fund

Schedule:

- Day shift
- Fixed shift

Supplemental Pay:

- Performance bonus
- Quarterly bonus
- Yearly bonus

**Education**:

- Bachelor's (required)

**Experience**:

- CRM: 2 years (required)

Work Location: In person

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