Customer Relations Manager- After Sales

Gautam Modi Group; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Gautam Modi Group is seeking a Customer Relations and Service Process professional to design and implement customer relationship programs in collaboration with senior management, focusing on high dealership customer satisfaction. The role involves analyzing performance metrics and driving process improvements across the service and customer care functions.

The candidate will oversee complaint handling from multiple sources, ensure proper escalation, and support continuous improvement initiatives

Qualifications

• Experience designing customer relationship programs and frameworks.
• Proven ability to track department performance and interpret metrics.
• Familiarity with complaint management processes and escalation norms.

Responsibilities

• Design customer relationship programs with senior management to drive customer satisfaction at the dealership.
• Analyze department performance (target vs. achievement) monthly/quarterly/yearly.
• Coordinate with service teams and management to improve processes and feedback loops.
• Ensure compliance with Audi guidelines for CEM and Exit Interviews in customer interactions.
• Prepare and share daily and monthly reports to management on customer care metrics.

Skills

Customer relations

Complaint handling

Process adherence

Team coordination

Education

Bachelor's degree in Business/Marketing

Tools

SFDC

CEM

DMS/CRM tools

Job description

a) Customer Relation Management

• Design customer relationship programs / frameworks in association with senior management to achieve high degree of customer satisfaction at the dealership


• Conduct annual, quarterly and monthly analysis of department performance (target vs. achievement)


• Facilitate reviews and inputs for business planning to improve processes with CEM, Mystery shopping and Audit score


• Provide quality feedback and update to the dealership management and the service team on the overall quality of customer interactions and highlight issues if any.

b) Complaints Management

• Manage synthesis of customer complaints from all sources Exit Interview, CEM, SFDC, Internal PSF Calls. and ensure appropriate communication to relevant stakeholders and create action plans for complaint closure


• Track the progress and resolution of customer complaints with relevant stakeholders and
  escalate to dealership senior management if required


• Ensure that all customer complaints. their status and resolution dates are recorded in the Complaint management tool


• Analyze customer complaints and generate insights to share with senior management and collaborate with service teams to define initiatives to address key challenge areas.

c) Service Process

• Assist in preparation and execution of courtesy car / loaner vehicle roaster and availability. Ensure its readiness and cleanliness


• Ensure implementation of the CEM, Exit Interviews process as per Audi guidelines and understand customer issues for resolution.


• Ensure that the Complaint closing days for escalation,(As per Audi India guidelines) are religiously followed and calls are recorded and monitored for future reference.


• Analyze CEM, MIS Report with aftersales internal team. Assign responsibilities and deadlines to relevant service team stakeholders.


• Unfailing compliance with all defined processes, procedures, rules and contracts in his area of responsibility.


• Consistent compliance with the standards for process and work quality in customer care and continuous improvement of the processes and services in his area of responsibility.

d) Measure (Reports)

• Maintaining Audi Standards = 100%


• Customer Service Satisfaction results (CEM)


• Workshop (LIS) Test (Mystery shop with service dept.)


• Customer complaints Reports (Online Application from Audi India).


• Exit Interview


• Daily and monthly reports to Management

e) Additional Responsibilities

• As and when assigned by the management,


• Overall responsible for front office operation, customer handling and all communications with customers.


• Responsible for updated customer authentic data.


• Maintain and daily updates to the G.M.-After sales for the vehicles delivered with incomplete repair and after arrival of required parts.


• Responsible for maintaining Front office decorum; ensure customer’s hospitality.


• Provide Training to CREs regarding DMS, SFDC & CEM and various related portal change.


• Please confirm the receipt of this document and authorize the understanding of the `skills required to execute the Job.

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