CRM ( Customer relationship manager)

Job Description: Customer relationship manager

Location: E-city focus towers
Department: Service
Reports To: Lead-HO Service

Role Summary

Responsible for handling, tracking, and closing customer complaints related to two-wheeler vehicles and service quality. The role ensures timely resolution by coordinating with customers, dealerships, and internal teams while improving overall customer satisfaction.

Key Responsibilities

• Log, track, and resolve customer complaints within defined timelines.
• Coordinate with dealerships and technical teams for diagnosis and closure.
• Coordinate with call centre team for on-time closure of inbound and outbound calls
• Communicate professionally with customers and provide regular updates.
• Maintain accurate records in CRM and prepare basic complaint reports.
• Highlight repeat issues and support service improvement initiatives.
• Participate in customer community events and act as SPOC for community concern resolution in co-ordination with dealers
• Conduct on the job trainings on customer handling, call centre team

Qualifications

• Graduate preferred; technical or business background is an advantage.
• 3-4 years of experience in customer service or complaint handling (premium brand experience preferred).

Skills

• Strong communication & interpersonal skills.
• Problem-solving and coordination abilities.
• Basic knowledge of two-wheeler service operations.
• Proficiency in MS Office and CRM tools.

Benefits

• Exposure on working with global brand
• Weekend rides
• Skill training by company (Riding skill training, product technical training, soft skill training)