CRM - Customer Service

5 days ago

Pune Maharashtra, India B.U. Bhandari Auto Lines Pvt. Ltd Full time

Designation : Customer Care Manager - Sales Job Location : Bhawani Peth, Pune Skills Required : Language : English, Hindi, Marathi Job Role: Job Summary: As a Customer Relation Manager you are fully responsible for planning & execution of all CRM activities to ensure highest level of customer satisfaction and customer retention. You ensure that predefined goals are met and measures to maintain customer relations are well implemented. Your key responsibilities are: - CRM activities planning for the current year in terms of Budget, activities and resources. - Monthly and quarterly planning of CRM activities in consensus with DP, CEO’s and HOD’s. **Identify and control the relevant drivers as well as develop and consistently implement measures, with the aim of continuous retention and improvement of customer satisfaction (CSI).**: - Ensure consistent customer relations management (CRM) across divisions and after sales stages. - Develop necessary tools (direct mailers, brochures, greetings etc.) required for life cycle communication. - To ensure Implementation customer life cycle communication to increase customer retention. - Discuss with respective HODs’ and develop an action plan for CSI improvement at the dealership. - Develop counter measure to eliminate negative feedback from customers in future. - Coordinate with MB India CRM team and after sales marketing team for CSI surveys. - Provide feedback to after sales department on customer complaints or any other issues that may affect Customer satisfaction. - Capture, record and monitor customer complaints on regular basis. - Conduct root cause analysis of all the complaints from all sources. - Implement action plan to minimise complaints. - Act as one point contact with the customers for all customer complaints. - Handle dis-satisfied customers who have raised complaints through all sources. - Coordinate with sales and after sales department HOD’s, Dealer principle for closure of all the After Sales complaints as per the set time line. - With the support of telemarketing team & After sales team, old customer database cleaning has to be done, in terms of checking and updating the contact and address of old customers (> 1year). - Monitoring for data quality. Contact Person : Prachi - HR Pay: ₹20,000.00 - ₹25,000.00 per month **Benefits**: - Cell phone reimbursement - Paid sick time - Paid time off - Provident Fund Schedule: - Day shift Supplemental Pay: - Yearly bonus **Education**: - Bachelor's (preferred) **Experience**: - total work: 2 years (preferred) - Customer service: 2 years (preferred) **Language**: - English (preferred) - Hindi (required) Work Location: In person **Speak with the employer** +91 8799909708

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