Description
Key ResponsibilitiesHandle inbound and outbound customer calls, emails, and enquiries professionally.Contact customers after vehicle purchase or service to obtain feedback and measure satisfaction.Record and update all customer interactions accurately in the CRM/DMS system.Ensure sales leads are properly recorded, assigned, and followed up within the required timeline.Follow up on pending leads and coordinate with Sales Executives to improve lead conversion.Handle customer complaints and coordinate with relevant departments for timely resolution.Escalate unresolved or critical customer complaints to the CRM Supervisor/Manager.Conduct customer satisfaction surveys and maintain accurate feedback records.Support customer retention, loyalty, and service reminder campaigns.Make outbound calls for service reminders, promotions, campaigns, and customer follow-ups.Maintain accurate customer databases and ensure data confidentiality.Prepare daily, weekly, and monthly CRM reports.Coordinate with Sales, Service, Parts, Marketing, and After-Sales teams.Achieve assigned KPIs related to customer satisfaction, response time, follow-ups, and complaint closure.