This role focuses on maintaining high levels of customer satisfaction by managing post-service follow-ups and addressing client concerns promptly. It involves bridging the gap between workshop operations and the vehicle owner to ensure a seamless and professional service experience.
Key Responsibilities
- Conduct Post-Service Follow-up (PSF) calls to collect feedback on repair quality, staff behavior, and overall experience.
- Manage the customer database and ensure all service history and contact details are accurately updated in the Dealer Management System (DMS).
- Handle and resolve customer grievances or complaints related to vehicle servicing, billing discrepancies, or delays.
- Coordinate with the Service Manager and Service Advisors to ensure customer concerns are addressed before vehicle delivery.
- Send proactive reminders to customers regarding upcoming periodic maintenance services (PMS) and seasonal service camps.
- Prepare and present daily/weekly reports on Customer Satisfaction Index (CSI) scores and complaint resolution status.
- Promote value-added services such as extended warranties, roadside assistance, and annual maintenance contracts during interactions.
Requirements
- 1-3 years of experience in a customer-facing role, preferably within an automotive dealership service department.
- Excellent verbal communication skills in the local language and conversational English.
- Proven ability to handle difficult or irate customers with patience and professional empathy.
- Proficiency in using Dealer Management Systems (DMS) or similar CRM software.
- Strong organizational skills to manage multiple follow-up schedules simultaneously.
- Basic understanding of automotive service terminology and maintenance schedules.
Preferred
- Previous experience working with an OEM-authorized workshop (Maruti Suzuki, Hyundai, Tata Motors, etc.).
- Advanced proficiency in MS Excel for data tracking and reporting.
- Formal training in hospitality or customer relationship management.
Skills
Technical
DMS Operations, CRM Software, Microsoft Office Suite, Data Entry & Management
Soft Skills
Conflict Resolution, Active Listening, Telephonic Etiquette, Persuasion, Problem Solving
Qualifications
Education: Graduate in any stream (B.Com, B.A., B.Sc, or BBA preferred)
Experience: 1-3 years in Automotive Service CRM or Hospitality
Certifications: OEM Customer Handling Certification is a plus, Soft Skills Training Certification
Work Environment
This is a full-time, on-site position based at the dealership service center. Standard working hours are 6 days a week, typically from 9:30 AM to 6:30 PM, including Saturdays.
Growth Opportunities
Successful candidates can advance to Senior CRE, CRM Team Lead, or transition into Service Advisor and Service Marketing roles within the dealership group.