**CRM – Service (After Sales)**
**Company:** Munich Motors (Authorized Dealer of BMW Group)
**Location:** Raipur
**Department:** After Sales / Customer Relations
**Reports To:** Service Manager / CRM Head
**Job Purpose**
To enhance customer satisfaction and loyalty by managing after-sales customer interactions, feedback, service follow-ups, and ensuring a premium customer experience aligned with **BMW standards**.
**Key Responsibilities1. Customer Relationship Management**
- Maintain strong relationships with service customers.
- Ensure a **luxury & premium experience** for every customer visit.
- Handle customer queries, complaints, and escalations professionally.
**2. Service Follow-ups & Feedback**
- Conduct post-service follow-ups (calls/messages).
- Record and analyze customer feedback (CSI - Customer Satisfaction Index).
- Ensure timely closure of complaints with proper resolution.
**3. CRM System Management**
- Update and maintain customer database in CRM systems.
- Track service history, feedback, and interaction records.
- Ensure data accuracy and reporting compliance.
**4. Customer Retention & Engagement**
- Plan service reminders, periodic maintenance campaigns, and engagement activities.
- Execute customer retention strategies to improve repeat visits.
- Promote service packages, value-added services, and loyalty programs.
**5. Coordination**
- Work closely with Service Advisors, Workshop team, and Management.
- Coordinate for smooth service delivery and customer satisfaction.
**6. Reporting & Analysis**
- Prepare daily/weekly/monthly CRM reports.
- Monitor CSI scores and suggest improvement actions.
- Identify gaps in customer experience and recommend solutions.
**Key Skills Required**
- Excellent communication (Hindi & English)
- Strong interpersonal & customer handling skills
- Problem-solving attitude
- Good knowledge of CRM tools/software
- Professional appearance & etiquette (Luxury brand standards)
**Eligibility Criteria**
- Graduate in any discipline (MBA preferred)
- 1–3 years experience in CRM / Customer Handling (Automobile preferred)
- Freshers with excellent communication may also apply
**Compensation & Benefits**
- Attractive Salary + Incentives
- Training as per **BMW standards**
- Career growth opportunities in premium automobile segment
**Other Requirements**
- Immediate joining preferred
- Willingness to work in a target-driven and customer-focused environment
Job Types: Full-time, Permanent
Pay: ₹25,000.00 - ₹35,000.00 per month
Benefits:
- Cell phone reimbursement
- Commuter assistance
- Internet reimbursement
- Leave encashment
- Provident Fund
Work Location: In person