Customer Relationship Management Executive

About the role

The Customer Relationship Management Executive will act as the primary point of contact for vehicle customers, handling inquiries, complaints and after‑sales support. This role works closely with sales, service and marketing teams to ensure a seamless and positive experience for both existing and prospective customers.

Key responsibilities

• Manage customer inquiries, feedback and complaints via phone, messages and other channels.
• Maintain regular communication with existing and prospective customers, following up on vehicle quotations, test drives, bookings and deliveries.
• Update and maintain customer databases and CRM systems accurately.
• Coordinate with sales, service and other departments to resolve issues and ensure timely responses.
• Conduct customer satisfaction calls, collect feedback and report on service quality.
• Inform customers about service schedules, maintenance reminders, promotions, offers and new vehicle launches.
• Prepare regular reports on leads, complaints, follow‑ups and customer satisfaction metrics.
• Support the sales team by following up on leads and converting inquiries into potential sales.

Required profile

• Bachelor’s degree in Business Administration, Management, Marketing or a related field (preferred).
• Minimum 1 year of experience in CRM, call centre, customer service, tele‑sales or sales coordination, preferably in the automobile industry.
• Strong communication and interpersonal skills with a customer‑focused attitude.
• Fluency in Nepali and English; Hindi is an advantage.
• Ability to handle complaints and difficult situations professionally.
• Good coordination, teamwork, organizational and time‑management abilities.

Required skills

• MS Office
• Excel
• CRM software