Customer relationship manager

- In-charge of customer care back office.

- Accountable for CCCF management, MIS, concern age analysis and other reports.

- Analyze root causes for dissatisfaction and driving corrective and preventive actions.

- Accountable for keeping high standards of housekeeping in customer interaction areas (e.g. Reception, Customer Lounge, etc.)

- Drive service marketing activities through tele-calling to improve vehicle retention.

- Planning customer events/clinics to build strong relationships with customers.

- Pareto analysis of customer concern by using 7 QC tools.

- Upkeep of process circular file and sharing with all concerned

- Manage and direct the telecall team and customer satisfaction survey every month.

- Obtain NPS (Net Promoter Score) and Customer satisfaction score for each franchise

- Derive the VOC (Voice of customers) and infer Kaizen activities contributing to continuous improvement on procedure and processes in the customer interface.

- Promote customer interaction and collect Feedback forms; identify suggestions and pain points from customers.

- Continuous communication with departments to convey customer feedback (suggestions / pain points / positive points).

- Proactively strive actions based on customer feedback.

- Conduct and lead complaint resolution meeting weekly and kaizen meeting monthly.

- Conduct Customer care staff meeting every quarter;

- Organize behavioral and technical training for c care staff in co-ordination with ALC and STC respectively.

- Co-ordinate with TMC (through Divisional office) and maintain MIS data to respond as and when needed on CRM parameters)

- Upload CR data for CR awards periodically in co-ordination with D.O.

- Organise Annual CR champion competition Event to identify CR Champion of the year, as per TMC guidelines and direction.

- Managing ISO QMS requirements of Customer care department.Tips: Provide a summary of the role, what success in the position looks like, and how this role fits into the organization overall.

Responsibilities

[Be specific when describing each of the responsibilities. Use gender-neutral, inclusive language.]

Example: Determine and develop user requirements for systems in production, to ensure maximum usability

Qualifications

[Some qualifications you may want to include are Skills, Education, Experience, or Certifications.]

Example: Excellent verbal and written communication skills