CRM Manager

e Service CRM (Customer Relationship Management) Executive in a Hyundai Motor Company dealership mainly works in the service department and manages the relationship between customers and the workshop/service team. The goal is to ensure customer satisfaction, smooth service experience, and high CSI (Customer Satisfaction Index).

Below is the typical Job Description (JD) of Service CRM in Hyundai dealership:

• 1. Customer InteractionWelcome customers visiting the service center.
• Handle customer queries related to vehicle service, repair status, warranty, and billing.
• Maintain polite and professional communication with customers.
• 2. Follow-up & CommunicationCall customers for:
• 
  
• Service reminders (based on vehicle mileage or due date)
• Appointment confirmations
• Post-service feedback calls (PSF)
• Update customers about service progress and delivery timelines.
• 3. Complaint HandlingReceive and record customer complaints.
• Coordinate with service advisors and technicians to resolve issues.
• Escalate unresolved cases to the CRM Manager or Service Manager.
• 4. CRM System ManagementMaintain and update customer data in CRM software.
• Track:
• 
  
• Vehicle service history
• Warranty information
• Customer interaction records.
• 5. Customer Satisfaction & CSIMonitor Customer Satisfaction Index (CSI) scores.
• Collect feedback from customers and analyze complaints.
• Work to improve service quality and customer experience.
• 6. Coordination with Service DepartmentWork closely with:
• 
  
• Service Advisors
• Workshop technicians
• Service Manager
• Ensure timely service delivery and proper communication to customers.