Customer Relationship Manager

Job Title: Customer Relationship Manager

Company: Detailing Bull

Job Summary:

The Customer Relationship Manager will handle customer queries and requests at Detailing Bull through phone calls, email, live chat, and social media channels. The primary responsibility is to manage and resolve customer issues, assist with inquiries, and ensure customer satisfaction at every stage of the journey. This role requires a combination of technical knowledge about automotive products and services, along with excellent communication skills and a customer-first mindset.

Key Responsibilities:

1. Managing Customer Inquiries:

• Respond to customer queries via calls, emails, live chat, and social media in a timely, professional, and empathetic manner.
• Provide information on services, such as maintenance schedules, recall notices, and after-sales support.

2. Issue Resolution & Problem-Solving:

• Investigate and resolve customer complaints related to services, ensuring the process is efficient and within company guidelines.
• Assist customers in scheduling maintenance appointments.
• Handle service-related inquiries, such as service bookings, availability, and warranty claims.

3. Building Strong Customer Relationships:

• Cultivate lasting relationships with customers by following up on past interactions and ensuring complete satisfaction after resolving issues.
• Educate customers on new offerings, promotions, and updates, helping them feel confident in their purchases and services.
• Provide a personalized customer experience by understanding customers’ unique needs and offering tailored solutions.

4. Attending & Managing Calls:

• Professionally attend incoming customer calls and make outbound follow-ups as necessary.
• Ensure every phone interaction is courteous, solution-oriented, and in line with the company’s customer care standards.
• Address urgent or escalated concerns via calls to provide prompt resolutions.

5. Collaborating Across Departments:

• Escalate complex or high-priority cases to relevant departments or managers while ensuring the customer is informed throughout the process.
• Participate in team meetings and feedback sessions to contribute ideas for improving customer service processes and enhancing the overall customer experience.

6. Customer Feedback Collection & Insights:

• Gather feedback from customers through various touch points to assess their satisfaction and experience with the company’s products and services.
• Identify trends, recurring issues, and potential areas for improvement, offering suggestions for process or product enhancements.
• Track and report customer satisfaction metrics, working to continuously improve customer retention and loyalty.

7. Advising Customers on Products & Services:

• Provide expert advice on vehicle features, upgrades, and service packages, ensuring customers are aware of all available options to enhance their experience with Detailing Bull.

8. Maintaining Accurate Records:

• Log and document all customer interactions, issues, and resolutions within the system to ensure consistency in follow-ups and service tracking.
• Ensure all communications comply with company policies and that customer data is securely managed.

Qualifications:

1. Excellent written and verbal communication skills with attention to detail.
2. Strong problem-solving abilities and critical thinking to address customer concerns.
3. Empathy and a customer-first mindset, with the ability to handle complaints effectively.
4. Strong organizational and multitasking skills, thriving in fast-paced environments.
5. Patience and active listening, ensuring thoughtful and empathetic customer interactions.
6. Experience in handling customer calls and live conversations is highly preferred.