Job Overview:
As a Customer Relationship Manager, your primary responsibility is to cultivate strong relationships with customers, ensuring a positive and satisfying experience throughout their interactions with the dealership. You will lead a team of customer service representatives and collaborate with various departments to enhance customer satisfaction, drive loyalty, and contribute to the dealership’s overall success.
Key Responsibilities:
- Lead, mentor, and supervise a team of customer service representatives, fostering a customer-centric culture within the dealership.
- Provide ongoing training and development to enhance team members’ customer service skills.
- Utilize various communication channels, including phone, email, and social media, to maintain regular contact with customers.
- Address and resolve customer concerns, inquiries, and issues in a timely and satisfactory manner.
- Act as an escalation point for complex customer matters, ensuring prompt and effective resolution.
- Implement customer satisfaction surveys to gather feedback on dealership services.
- Analyse survey results to identify areas for improvement and implement corrective actions.
- Collaborate with sales, service, and parts departments to ensure a seamless and positive customer experience.
- Facilitate communication between departments to address customer needs and expectations.
- Maintain SSI/CSI of 900+ at all times.
- Maintain A strong Relationship with OEM. Closing escalation tickets within a given TAT.
- Coordinate with Stockyard, Service team to get NAFS vehicles cleared, and ensure Timely Deliveries.
- Generate reports on customer satisfaction metrics, trends, and areas for improvement.
Qualifications:
- Bachelor’s degree in business, marketing, or a related field (preferred).
- 3-5 years proven experience in customer relationship management, preferably in the automotive industry.
- Strong leadership and interpersonal skills.
- Excellent communication and negotiation abilities.
- Familiarity with CRM systems and customer feedback tools.
- Ability to analyze data and derive actionable insights.
- Customer-focused with a commitment to delivering exceptional service.
- Experience in organizing customer events and loyalty programs is a plus.
Benefits:
Competitive salary and performance-based incentives.
Health insurance and wellness programs.
Opportunities for professional development and career growth.
Friendly and supportive work environment.
Paid time off and holiday leave.