CRM Operations Specialist

Summary Manages customer experience for the assigned aftersales area (service or body & paint), owning complaint resolution, customer follow-up, CRM data quality and retention programs. Leads a team of CX or contact agents, analyzes CSI/NPS feedback, and works with branch managers to fix the root causes of dissatisfaction. Tasks Lead the handling of escalated customer complaints, define resolution steps with branch managers, and communicate outcomes to customers. Oversee CRM usage in the assigned area, ensuring customer contacts, follow-up calls and complaint records are complete and accurate. Run retention activities such as post-service follow-up, service reminders and lost-customer win-back campaigns. Monitor compliance of branches with MAG and OEM customer-handling standards. Manage the CX team, planning workloads and setting service levels for call-backs and complaint closure. Produce CSI/NPS and complaint reports, analyze trends by branch, advisor and issue type, and present insights to management. Set objectives for team members, review their performance and coach them. Communicate the aftersales CX plan and priorities to the team and branches. Identify development needs of team members and arrange training. Support the rollout of new CX initiatives, tools and OEM programs across branches. Education Bachelor's degree in Business Administration, Commerce or a related field. Experience 5–7 years of customer service or CX experience, including 2+ years leading a team, preferably in automotive aftersales. Skill Customer-Focused Approach Leverages Digital Communications with Customers Masters Service Conversations Navigates Customer Challenges Strengthens Customer Connections Builds Customer Loyalty In-Depth Questioning Service Into Sales Understands Issues/Motivations Customer Feedback Tracking Customer relationship management (CRM) software Data Analysis Techniques Issue Management Techniques Competencies Customer Focus: Building strong customer relationships and delivering customer-centric solutions. Ensures Accountability: Holding self and others accountable to meet commitments. Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement. Collaborates: Building partnerships and working collaboratively with others to meet shared objectives. Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder. Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations. Self-Development: Actively seeking new ways to grow and be challenged using both formal and informal development channels. Platform Hashtag