Regional CRM

*Urgent Hiring in Automobile Industry !!!!*

*Job Title: Regional CRM*

Location: Cochin

Salary Range: 25000 – 30000 per month

*Experience: 2–10 years of experience in CRM / Customer Service preferably in Automobile Service Operations* .

Industry Preference: Candidates from automobile dealership service customer service background only.

Qualification: Graduate / MBA.

*Job Summary*

The Regional CRM – Service will be responsible for managing and improving overall customer satisfaction across automobile service operations. The role focuses on effective complaint handling CSI (Customer Satisfaction Index) monitoring and ensuring all service-related CRM parameters are met. The incumbent will lead the CRM team coordinate with service operations and drive continuous improvement in customer experience.

*Key Responsibilities*

Customer Experience & Satisfaction
* Monitor and improve overall customer satisfaction levels across service centers.
* Ensure adherence to OEM-defined service CRM standards and processes.
* Analyze customer feedback and survey results to identify improvement areas.
* Drive initiatives to enhance customer loyalty and retention.

Complaint Handling & Resolution
* Handle escalated customer complaints and ensure timely and effective resolution.
* Coordinate with Service Managers Advisors and Technical teams to close complaints within TAT.
* Track root causes of recurring complaints and implement corrective actions.
* Maintain detailed records of complaints resolutions and follow-ups.

CSI & Service Parameter Monitoring
* Monitor CSI scores service feedback and NPS (if applicable).
* Prepare and share periodic reports on CSI trends complaints and service performance.
* Ensure achievement of OEM / management targets related to service CRM parameters.
* Conduct audits and reviews to ensure compliance with CRM and service quality standards.

CRM Team Management
* Lead guide and monitor the performance of the CRM team across service locations.
* Set targets and KPIs for CRM executives and ensure achievement.
* Conduct regular training and coaching for CRM staff on customer handling and communication skills.
* Evaluate team performance and recommend improvements.

Coordination & Reporting
* Act as a bridge between customers service operations and management.
* Coordinate with OEM representatives regarding CRM audits reports and improvement plans.
* Prepare MIS reports for management review on complaints CSI and customer feedback.
* Support service process improvements based on customer insights

*Interested candidates can forward their updated resume to Email* :
*Contact: *