CRM Service

3 days ago

Ludhiana Punjab, India Mercedes-Benz Group Full time

Works with department managers to develop and administer a customer relations program designed to build and retain a loyal customer base. Acts as the dealership's goodwill ambassador.

**Automotive Customer Relations Manager - Essential Duties**
- Assists in resolving customer complaints, and coordinates factory assistance when all dealership resources have been exhausted.
- Ensures that new vehicles are properly prepped for delivery.
- Assists in the delivery of new and used vehicles, ensuring that each customer is informed of his/her warranty details, maintenance schedule and proper use of the vehicle's features, particularly those related to safety. Explains the hours of operation and location of the service and parts departments.
- Coordinates customer follow-up programs.
- Works with salespeople to ensure that post-sale customer contacts are made within 48 hours of delivery and that updated files are kept on all customers.
- Schedules and confirms service appointments for any new customers experiencing mechanical problems. Follows up with all parties after repair has been completed.
- Prepares monthly reports on the status of customer satisfaction in the dealership, including results of all factory-generated surveys.
- Discusses dealership customer satisfaction standings with the general manager and department managers, monitoring significant changes and determining possible contributing factors.
- Maintains a case history file of all customer complaints and problems, documented with customer's name, type of vehicle, date of contact, nature of problem, personnel involved and detailed description of resolution.
- Reviews all post-sale service cases with the service manager once a month.
- Maintains a file of the dealership's customer satisfaction achievements.
- Assists service customers during the morning service rush, when possible.
- Writes articles for customer newsletters.
- Attends sales, service and management meetings.
- Maintains a professional appearance.
- Other tasks as assigned.

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

Pay: From ₹35,000.00 per month

**Experience**:

- total work: 7 years (required)

Work Location: In person

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