Customer Relationship Manager- TATA Motors Dealaership

Tata Motors · India · Posted 18 days ago

About this role

· Assists in resolving customer complaints, and coordinates factory assistance when all dealership resources have been exhausted. · Ensures that new vehicles are properly prepped for delivery. · Assists in the delivery of new and used vehicles, ensuring that each customer is informed of his/her warranty details, maintenance schedule and proper use of the vehicle's features, particularly those related to safety. Explains the hours of operation and location of the service and parts departments. · Coordinates customer follow-up programs. · Works with salespeople to ensure that post-sale customer contacts are made within 48 hours of delivery and that updated files are kept on all customers. · Schedules and confirms service appointments for any new customers experiencing mechanical problems. Follows up with all parties after repair has been completed. · Prepares monthly reports on the status of customer satisfaction in the dealership, including results of all factory-generated surveys. · Discusses dealership customer satisfaction standings with the general manager and department managers, monitoring significant changes and determining possible contributing factors. · Maintains a case history file of all customer complaints and problems, documented with customer's name, type of vehicle, date of contact, nature of problem, personnel involved and detailed description of resolution. · Reviews all post-sale service cases with the service manager once a month. · Maintains a file of the