Customer Relationship Manager

1 day ago

Kottayam, Kerala, India Ather Space - Electric Scooter Full time ₹ 3,00,000 - ₹ 4,00,000 per year

Key Responsibilities:

  1. Customer Engagement & Relationship Management

Build and maintain long-term relationships with customers.

Act as the main point of contact for all customer queries and concerns.

Ensure timely communication and follow-up with customers post-sales or service.

Manage customer databases and ensure accurate contact details and history.

  1. Complaint Handling & Service Recovery

Record and analyze customer complaints and feedback.

Coordinate with service, sales, and technical teams to resolve issues promptly.

Ensure customer concerns are closed within the stipulated time frame.

Conduct service recovery calls and document outcomes.

  1. Customer Retention & Loyalty Programs

Implement and monitor customer retention activities and campaigns.

Promote loyalty programs, AMC packages, and service reminders.

Track repeat business and identify inactive customers for reactivation.

  1. Feedback & Reporting

Collect and analyze customer satisfaction scores (CSI/NPS).

Prepare regular reports on customer trends, complaints, and satisfaction levels.

Share insights with management for service quality improvement.

  1. Coordination & Communication

Work closely with Sales, Service, and Marketing departments to enhance customer experience.

Ensure consistent communication and brand standards in all customer interactions.

Support promotional events and customer meets.


Skills & Qualifications:

Bachelor's Degree in Business Administration, Marketing, or related field.

2–5 years of experience in customer service or CRM role (automobile or hospitality preferred).

Excellent communication and interpersonal skills.

Strong problem-solving and negotiation abilities.

Proficiency in MS Office and CRM software tools (e.g., Salesforce, DMS).


Key Attributes:

Customer-first mindset.

Empathy and patience.

Strong organizational and multitasking ability.

Ability to work independently and in a team environment.

Professional and positive attitude.

Job Types: Full-time, Permanent

Pay: ₹25, ₹30,000.00 per month

Benefits:

  • Cell phone reimbursement
  • Health insurance
  • Provident Fund

Expected Start Date: 15/11/2025

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