This role focuses on bridging the gap between service operations and customer expectations to ensure high levels of brand loyalty. It involves managing the end-to-end post-service feedback loop, resolving grievances promptly, and implementing strategies to improve the overall service experience at the dealership.
Key Responsibilities
- Monitor and manage the daily Post Service Follow-up (PSF) process to capture customer feedback accurately and timely.
- Address and resolve customer complaints within the defined Turnaround Time (TAT) to prevent escalation to the OEM.
- Analyze Customer Satisfaction Index (CSI) trends and provide actionable insights to the Workshop Manager and Service Manager.
- Maintain and update the Dealer Management System (DMS) with accurate customer interactions, feedback, and service history.
- Coordinate with the service advisory team to ensure transparency in repairs and billing for customers during the service process.
- Organize and execute customer engagement activities such as free service camps, seasonal check-up drives, and loyalty programs.
- Monitor online reviews and social media feedback, ensuring professional and timely responses to maintain the dealership's reputation.
- Prepare comprehensive monthly MIS reports on customer retention, lost soul analysis, and satisfaction metrics for senior management.
Requirements
- Minimum 3-5 years of experience in a customer relations role within an authorized automotive dealership.
- Excellent verbal and written communication skills in English, Hindi, and the local regional language.
- Proficiency in using Microsoft Office Suite, specifically Excel for data analysis and pivot tables.
- Strong understanding of automotive service processes and basic technical terminology to explain repairs to customers.
- Demonstrated ability to handle difficult customers and high-pressure situations with empathy and professionalism.
- Willingness to work 6 days a week in a fast-paced on-site dealership environment.
Preferred
- Prior experience working with premium or luxury automotive brands in a CRM capacity.
- Familiarity with OEM-specific CRM software or portals like SAP, Oracle, or proprietary DMS.
- Knowledge of digital reputation management and social media response protocols.
Skills
Technical
Dealer Management System (DMS)Microsoft ExcelCRM SoftwareData AnalysisOEM Portal Management
Soft Skills
Conflict ResolutionActive ListeningPersuasionTime ManagementInterpersonal SkillsEmpathy
Qualifications
Education
Graduate in any stream; MBA in Marketing or Operations is highly preferred
Experience
3 to 5 years in automotive customer relations
Certifications
OEM CRM Certification, Customer Service Excellence Training, Soft Skills Workshop Certification
What We Offer
- Competitive salary with performance-linked incentives based on CSI scores.
- Statutory benefits including Provident Fund (PF) and ESI.
- Comprehensive health insurance coverage for self and immediate family.
- Regular OEM training and professional development opportunities.
- Annual festival bonus and performance-based increments.
- Mobile reimbursement and travel allowance for customer visits if required.
Work Environment
This is a full-time, on-site role based at the dealership's service center, operating 6 days a week with standard Indian dealership timings (usually 9:30 AM to 6:30 PM).
Growth Opportunities
High-performing individuals can transition into Regional CRM roles, Service Manager positions, or Corporate Customer Experience leads within the dealership group's expanding network.