Job description
Role Purpose: To manage the overall customer relationship function of the dealership and ensure high levels of customer satisfaction, retention, complaint resolution and compliance with Honda customer experience standards. Key ResponsibilitiesManage and supervise the CRE/customer care team. Plan daily customer calling and follow-up activities. Monitor: Service reminder calls Post-service follow-up Sales delivery feedback Customer complaints Lost customers Insurance renewal follow-up Exchange campaigns Customer retention activities Monitor customer satisfaction and dealership CSI performance. Personally handle serious or escalated customer complaints. Coordinate complaint resolution with: Service Manager Sales Manager Workshop Supervisor Service Advisors General Manager/Dealer Principal Ensure all complaints are closed within the agreed timeline. Identify repeat complaints and recurring operational problems. Analyse negative customer feedback and recommend corrective action. Monitor CRE calling productivity and quality. Conduct call audits and coaching for CREs. Maintain CRM/DMS database accuracy. Generate daily, weekly and monthly CRM reports. Analyse customer retention trends. Identify inactive/lost customers and run reactivation campaigns. Coordinate customer engagement activities, service camps and promotional campaigns. Track Google reviews and other customer feedback channels where applicable. Ensure Honda-mandated customer follow-up processes are followed. Conduct regular review meetings with Sales and Service departments. Maintain confidentiality of customer information. Key Performance Indicators – KPIsCustomer Satisfaction Index / CSI Complaint closure time Repeat complaint percentage Customer retention percentage PSF completion Service reminder conversion Lost customer recovery Customer database accuracy CRE productivity Negative feedback resolution Appointment conversion Customer review/feedback trends Preferred CandidateGraduate/Postgraduate preferred 3–6 years relevant experience Automobile dealership experience strongly preferred Previous CRM/customer care/team handling experience Strong Excel and reporting skills Good Telugu and English communication Strong complaint-handling ability Good leadership and analytical skills
Role details
Department: Customer Support Industry: Customer Support Role category: Customer Support - Service Delivery Education: Diploma
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