CUSTOMER RELATIONSHIP MANAGER (CRM) JOB DESCRIPTION KEY PURPOSE The primary role of a CRM is to drive continuous improvement through existing customer feedback systems. DUTIES AND RESPONSIBILITIES \xc2\xb7 Incharge of customer care back office. \xc2\xb7 Accountable for CCCF management, MIS, concern age analysis and other reports. \xc2\xb7 Monitoring Top 2 Box ratings, analyze root causes for dissatisfaction and driving corrective and preventive actions. \xc2\xb7 Accountable for keeping high standards of housekeeping in customer interaction areas (e.g. Reception, Customer Lounge, etc.) \xc2\xb7 Drive service marketing activities through tele-calling to improve vehicle retention. \xc2\xb7 Planning customer events / clinics to build strong relationship with customers. \xc2\xb7 Pareto analysis of customer concern by using 7 QC tools. \xc2\xb7 Upkeep of process circular file and sharing with all concerned. BAND Managerial SKILL REQUIREMENTS \xc2\xb7 Good people management skills with high level of empathy. \xc2\xb7 Should be well informed, alert, receptive and organized. \xc2\xb7 Must have good communication and listening skills with pleasing personality. \xc2\xb7 Good telephone etiquette. \xc2\xb7 Analytical ability. \xc2\xb7 Ability to resolve softer concerns amicably, on the spot. \xc2\xb7 Should be passionate and capable to impart soft skills training to team members. Thorough understanding of Mahindra Dealer World (DMS) operation Job Types: Full-time, Permanent Pay: \xe2\x82\xb997,032.00 - \xe2\x82\xb9395,252.89 per year Schedule:

• Day shift

Education:

• Diploma (Preferred)

Experience:

• total work: 3 years (Preferred)
• Automobile Sales: 1 year (Required)
• Customer relationship management: 1 year (Required)

Work Location: In person