This role focuses on bridging the gap between workshop operations and customer expectations to ensure industry-leading satisfaction levels. The primary objective is to drive loyalty through proactive engagement, grievance redressal, and the implementation of OEM-standard service protocols across the dealership.
Key Responsibilities
- Monitor and analyze Customer Satisfaction Index (CSI) and Net Promoter Scores (NPS) to identify areas for service improvement.
- Manage the Post-Service Follow-up (PSF) process to capture authentic customer feedback and ensure 100% resolution of 'dissatisfied' cases.
- Lead the front-end service team, including Service Advisors and GREs, in adopting customer-centric communication and soft skills.
- Handle high-level customer escalations and grievances, ensuring swift resolution within defined Turnaround Times (TAT).
- Collaborate with the Workshop Manager to ensure that the 'Voice of the Customer' is integrated into technical service delivery.
- Organize and execute customer engagement activities such as service camps, new car delivery ceremonies, and periodic customer meets.
- Maintain and update the Dealer Management System (DMS) records to ensure data integrity for CRM campaigns and service reminders.
- Conduct regular audits of the customer lounge and service reception area to ensure compliance with OEM facility standards.
Requirements
- 3-5 years of experience in customer relations or service marketing within an authorized automotive dealership.
- Proven track record of managing CSI/NPS metrics for a reputed car or two-wheeler brand.
- Fluency in English and the local regional language is mandatory for effective customer interaction.
- Hands-on experience with Dealer Management Systems (DMS) like Autoline, SAP, or MS Dynamics.
- Strong conflict resolution and negotiation skills to handle disgruntled customers.
- Willingness to work 6 days a week in a high-pressure workshop environment.
Preferred
- Prior experience working with premium or luxury automotive brands.
- Certification in Customer Relationship Management (CRM) or Hospitality Management.
- Knowledge of technical automotive terms to better explain service requirements to customers.
Skills
Technical
CRM Software Proficiency, Data Analysis (Excel/PowerBI), Service Process Mapping, Grievance Redressal Frameworks
Soft Skills
Empathy, Active Listening, Public Speaking, Crisis Management, Interpersonal Communication
Qualifications
Education: Graduate in any stream; MBA in Marketing or Operations is highly preferred.
Experience: 3 to 5 years in Automotive Service CRM or Customer Experience roles.
Certifications: OEM-certified Customer Excellence Training, Six Sigma Yellow/Green Belt (Optional)
Work Environment
This is an on-site role based at the dealership's service center. It involves a standard 6-day work week (usually 10:00 AM to 7:00 PM) with significant time spent on the shop floor and in customer lounges.
Growth Opportunities
Successful candidates can transition into roles such as Service Manager, General Manager (Customer Success), or Regional Customer Experience Lead at the OEM level.