Service CRM

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