This role focuses on enhancing the post-purchase experience by managing service-related customer interactions and ensuring high levels of satisfaction. It serves as a critical link between the technical workshop team and the customer to build long-term brand loyalty through proactive communication and efficient grievance redressal.
Key Responsibilities
- Manage the Post-Service Follow-up (PSF) process to capture customer feedback within 48 hours of vehicle delivery.
- Analyze Customer Satisfaction Index (CSI) and Service Satisfaction Index (SSI) trends to identify and report areas for operational improvement.
- Handle and resolve customer grievances and escalations related to service quality, billing, or delays in coordination with the Workshop Manager.
- Execute service reminder campaigns and retention programs to ensure timely vehicle maintenance and high workshop load.
- Maintain and update the Dealer Management System (DMS) with accurate customer data and service history.
- Coordinate with the OEM (Original Equipment Manufacturer) for customer experience audits and compliance with national service standards.
- Prepare daily and monthly reports on customer retention, complaint resolution status, and feedback sentiment.
- Supervise the front-desk service coordinators to ensure a professional and welcoming customer reception area.
Requirements
- Minimum 3-5 years of experience in a CRM or Customer Relations role within an authorized automotive dealership.
- Proven track record of managing CSI/SSI scores and meeting OEM targets.
- Excellent verbal and written communication skills in English and the local regional language.
- Hands-on experience with Dealer Management Systems (DMS) like Autoline, Pentana, or Oracle.
- Strong proficiency in Microsoft Excel for data analysis and reporting.
- Ability to handle high-pressure situations and difficult customer interactions with empathy and professionalism.
Preferred
- Prior experience working with premium or luxury automotive brands.
- Knowledge of basic automotive technical terms to better explain service requirements to customers.
- Experience in managing a small team of tele-callers or front-desk executives.
Skills
Technical
DMS Operations, CRM Software, Data Analysis, Microsoft Office Suite, Reporting & Dashboard Management
Soft Skills
Conflict Resolution, Customer Empathy, Active Listening, Interpersonal Communication, Problem-Solving
Qualifications
Education: Graduate in any stream (B.Com, BBA, B.A.) or MBA in Marketing/Operations preferred
Experience: 3 to 5 years in Automotive Aftersales CRM
Certifications: OEM CRM Certification, Customer Relationship Management Professional Certification (optional)
Work Environment
Standard dealership service center environment; 6 days per week (9 AM - 6 PM); requires high levels of on-site coordination between the workshop and the customer lounge.
Growth Opportunities
Candidates can progress to roles such as CRM Manager, Regional Customer Experience Head, or Service Manager within the dealership network or OEM corporate offices.