Walk-in | Customer Relationship Manager

RK Royal Engineers; Hyderabad; On-site; INR 300,000 - 1,200,000; Full time

Job summary

Royal Enfield seeks a Customer Relationship Manager (CRM) to maintain strong customer relationships, drive service bookings, and handle feedback efficiently. You will coordinate with Service Advisors, track KPIs, and ensure timely communication with customers to boost satisfaction and retention.

The role requires 2-5 years in customer relationship roles within the automotive service sector, with strong communication, Excel, and CRM skills. A Diploma/Graduate degree is preferred.

Qualifications

• 2-5 years in customer relationship management, automobile dealerships, service centers, or related roles.
• Graduate or diploma in relevant field is preferred.
• Strong communication and follow-up skills with customer-centric approach.

Responsibilities

• Call customers after servicing to check satisfaction and collect feedback.
• Coordinate with service team for smooth resolution of complaints.
• Follow up for periodic and scheduled services and bookings.
• Maintain CRM records and generate daily/monthly reports.
• Inform customers about service offers and promotions.
• Aim to improve customer retention and repeat service visits.

Skills

Excellent communication

Telephone etiquette

Customer handling

Complaint resolution

Basic computer knowledge

MS Excel & CRM/DMS software

Follow-up coordination

Maintain customer records

Service targets

Professional demeanor

Education

Any Graduate / Diploma

Tools

MS Excel

CRM/DMS software

Job description

JOB DESCRIPTION CUSTOMER RELATIONSHIP MANAGER (CRM)

Department: Customer Relationship Management
Position: Customer Relationship Manager (CRM)
Industry: Automobile / Two-Wheeler
Brand: Royal Enfield
Reports To: Service Manager / Service Group Manager

Job Purpose

To maintain strong relationships with customers, ensure customer satisfaction, follow up on vehicle servicing, handle customer concerns, and improve customer retention and repeat service visits.

Key Responsibilities

• Call customers after vehicle servicing to check their satisfaction.
• Take customer feedback regarding service quality and vehicle performance.
• Follow up with customers for periodic and scheduled services.
• Make service reminder calls and appointment bookings.
• Contact customers who have not returned for their next service.
• Handle customer complaints and coordinate with the Service Advisor/Service Manager for resolution.
• Maintain records of customer feedback and complaints.
• Monitor customer satisfaction and identify areas for improvement.
• Follow up on unresolved customer complaints until closure.
• Inform customers about service offers, campaigns, and service-related promotions.
• Maintain good communication with existing and new customers.
• Coordinate with Service Advisors regarding customer requirements and pending issues.
• Ensure customers receive timely updates regarding their vehicle service.
• Maintain accurate customer information in the CRM/DMS system.
• Track customer appointments and service follow-ups.
• Contact customers for feedback after service delivery.
• Prepare daily and monthly CRM reports.
• Monitor repeat customers and service retention.
• Escalate serious customer complaints to the Service Manager.
• Support the service team in achieving customer satisfaction and retention targets.

Customer Complaint Handling

• Listen carefully to customer concerns.
• Understand the nature of the complaint.
• Coordinate with the Service Advisor and workshop team.
• Provide customers with regular updates.
• Follow up until the complaint is resolved.
• Record the complaint and resolution properly.
• Conduct a follow-up call after resolution to confirm customer satisfaction.

Customer Follow-Up

The CRM should regularly follow up on:

• Upcoming periodic services
• Service due customers
• Missed service appointments
• Customers who did not approve recommended repairs
• Customers with pending complaints
• Customers after vehicle delivery
• Customer feedback
• Warranty/service-related concerns
• Customers who have not visited the service center for a long period

Key Performance Indicators (KPIs)

• Customer satisfaction score
• Number of service follow-up calls
• Appointment bookings
• Appointment conversion
• Customer retention
• Repeat service percentage
• Complaint resolution time
• Customer complaint closure rate
• Post-service feedback completion
• Customer database accuracy
• Service reminder conversion

Required Skills

• Excellent communication skills
• Good telephone etiquette
• Customer handling skills
• Complaint-resolution skills
• Basic computer knowledge
• Knowledge of MS Excel and CRM/DMS software
• Good follow-up and coordination skills
• Ability to maintain customer records
• Ability to work with service targets
• Polite, patient, and professional approach

Qualification & Experience

Qualification: Any Graduate / Diploma

Experience: 2-5 years of experience in customer relationship management, automobile dealerships, service centers, customer service, or a similar role.

Overall Responsibility

The CRM is responsible for maintaining customer relationships, improving customer satisfaction, generating service appointments through follow-ups, resolving customer concerns, and increasing repeat service visits.