✨ AI Summary
The CRM Supervisor will oversee the daily activities of the CRM/Customer Care team, ensuring timely customer follow-ups, inquiry management, and professional resolution of complaints and feedback. This role involves monitoring sales leads, ensuring proper assignment and follow-up within the CRM system, and maintaining accurate customer information. The supervisor will also track CRM KPIs, prepare reports, coordinate with various departments, and support customer retention initiatives. Additionally, they will train the CRM team, identify customer journey gaps, and recommend process improvements.
Key ResponsibilitiesSupervise the daily activities of the CRM/Customer Care team and ensure timely customer follow-ups.Manage customer inquiries, complaints, feedback, and escalations professionally and ensure timely resolution.Monitor sales leads, enquiries, test-drive requests, quotations, bookings, and lost opportunities through the CRM system.Ensure all leads are properly assigned to Sales Executives and followed up within the required turnaround time.Maintain accurate and updated customer i
Requirements
Qualifications & Experience
Minimum 4–6 years of experience in CRM/Customer Service, preferably within the automotive industry.
Minimum2 years of supervisory/team-leading experience preferred.
Good understanding of automotive Sales, Service, and After-Sales processes.
Experience working with CRM/DMS systems.
Proficiency in MS Excel and reporting tools.
Description
Key ResponsibilitiesSupervise the daily activities of the CRM/Customer Care team and ensure timely customer follow-ups.Manage customer inquiries, complaints, feedback, and escalations professionally and ensure timely resolution.Monitor sales leads, enquiries, test-drive requests, quotations, bookings, and lost opportunities through the CRM system.Ensure all leads are properly assigned to Sales Executives and followed up within the required turnaround time.Maintain accurate and updated customer information in the CRM/DMS system.Monitor CRM KPIs, including lead response time, conversion rate, customer satisfaction, complaint closure, and follow-up performance.Prepare daily, weekly, and monthly CRM reports for management.Coordinate closely with Sales, Service, Parts, Marketing, and Customer Care teams.Handle escalated customer complaints and coordinate with relevant departments for resolution.Support customer retention and loyalty initiatives.Ensure the CRM team follows company procedures and automotive customer service standards.Train and guide CRM/Customer Care Executives on CRM processes and customer-handling standards.Identify gaps in the customer journey and recommend process improvements.