Customer Relationship Executive

Focus on enhancing the overall dealership experience by maintaining consistent communication with customers throughout their ownership journey. This role serves as the primary point of contact for feedback collection and service coordination to ensure high levels of brand loyalty and repeat business.

Key Responsibilities

• Conduct post-delivery and post-service follow-up calls to gauge customer satisfaction levels and record feedback.

• Manage and update the Dealer Management System (DMS) with accurate customer interaction records and contact details.

• Proactively reach out to customers for periodic service reminders, insurance renewals, and appointment scheduling.

• Handle primary customer grievances and escalate complex issues to the CRM Manager for timely resolution.

• Assist in the coordination of customer engagement events such as new car launches, service camps, and owner meets.

• Maintain a comprehensive database of customer milestones for personalized relationship building and loyalty programs.

• Generate daily and weekly reports on customer feedback trends and service appointment conversion rates.

Requirements

• Excellent verbal and written communication skills in English and the local regional language.

• Proficiency in basic computer applications, particularly Microsoft Excel and Word.

• Strong organizational skills with the ability to manage multiple follow-up schedules simultaneously.

• Ability to handle difficult conversations with a calm and professional demeanor.

• Willingness to work in a fast-paced showroom environment for 6 days a week.

• High level of integrity and attention to detail in data management.

Preferred

• Basic understanding of automotive terminology and dealership operations.

• Previous experience in a front-desk, hospitality, or tele-calling role.

• Resident of the local city with a good understanding of local geography.

Skills

Technical

Dealer Management System (DMS), CRM Software, Data Entry, MS Office Suite, Telephony Systems

Soft Skills

Active Listening, Empathy, Conflict Resolution, Time Management, Interpersonal Communication

Qualifications

Education: Graduate in any stream (B.A., B.Com, B.Sc, BBA)

Experience: 0-1 years (Fresher/Entry-level)

Certifications: Customer Service Excellence certification (Optional), Basic IT/Computer literacy certificate

Work Environment

This is an on-site role based in a professional automotive showroom or workshop office, requiring a standard 6-day work week with shift timings usually between 10:00 AM and 7:00 PM.

Growth Opportunities

Successful candidates can progress to Senior Customer Relationship Executive or CRM Manager roles within the dealership network, or transition into specialized Service Advisor or Sales Consultant tracks.