Position Overview

The Customer Relationship Manager (CRM) will be the key point of contact for customers, ensuring a superior service experience. This role focuses on managing customer queries, building relationships, and driving customer satisfaction and retention in the dynamic two-wheeler financing sector.

Key Responsibilities

• Act as the primary contact for customers, addressing inquiries and resolving issues promptly.
• Build and maintain strong, long-term relationships with customers to enhance loyalty and retention.
• Guide customers through the loan application process, ensuring they understand terms, conditions, and repayment schedules.
• Collaborate with internal teams (sales, operations, collections) to address customer needs effectively.
• Track and monitor customer satisfaction metrics, implementing improvements where necessary.
• Handle escalations and complaints with professionalism and provide timely resolutions.
• Conduct regular follow-ups with customers to ensure timely repayments and offer support if required.

Upsell and cross-sell relevant financial products to existing customers based on their needs.

Qualifications and Skills:

• Bachelor’s degree in Business Administration, Finance, or a related field.
• Strong interpersonal and communication skills with a customer-centric mindset.
• Ability to multitask and manage customer queries in a fast-paced environment.
• Proficiency in CRM tools and Microsoft Office Suite.
• Problem-solving skills and the ability to handle escalations effectively.