This role focuses on enhancing the customer experience by managing the end-to-end relationship from initial inquiry to post-delivery follow-ups. The primary objective is to build brand loyalty and ensure high levels of satisfaction through proactive communication and efficient grievance redressal within the dealership environment.
Key Responsibilities
- Manage inbound customer inquiries via phone, email, and walk-ins, providing detailed information on vehicle variants and features.
- Conduct Post-Delivery Follow-up (PDI) calls to gather feedback and ensure customer satisfaction with the purchase process.
- Maintain and update the Dealer Management System (DMS) and CRM with accurate customer data and interaction history.
- Handle customer grievances promptly by coordinating with the Sales, Service, and Finance departments for effective resolution.
- Coordinate test drive schedules and ensure all documentation is completed as per OEM standards.
- Assist the marketing team in organizing customer meets, new vehicle launches, and loyalty programs.
- Track and report on Customer Satisfaction Index (CSI) and Sales Satisfaction Index (SSI) scores to the management.
- Follow up on insurance renewals and service reminders to drive repeat business and customer retention.
Requirements
- Bachelor’s degree in any discipline (B.Com, BBA, or B.A. preferred).
- Minimum 1-3 years of experience in customer service or front-office roles within the automotive or retail sector.
- Fluency in English and the local regional language is mandatory.
- Proficiency in Microsoft Office, particularly Excel for data reporting.
- Strong interpersonal and negotiation skills to handle diverse customer profiles.
- Ability to work in a target-driven environment with a focus on service quality.
Preferred
- Prior experience working with an authorized OEM dealership (Maruti Suzuki, Hyundai, Tata Motors, etc.).
- Familiarity with Dealer Management Systems (DMS) like Autoline or SAP.
- Basic understanding of motor insurance and vehicle financing processes.
Skills
Technical
CRM Software Management, Data Entry & Analysis, Microsoft Excel, Tele-calling Etiquette, Lead Management Systems
Soft Skills
Active Listening, Conflict Resolution, Empathy, Public Speaking, Multitasking
Qualifications
Education: Graduate in any stream
Experience: 1 to 3 years
Certifications: Soft Skills Training Certificate (Preferred), CRM Certification (Optional)
Work Environment
Professional showroom/dealership setting. Standard 6-day work week with rotational offs. Working hours are typically 10:00 AM to 7:00 PM.
Growth Opportunities
High-performing executives can progress to Senior CRE, CRM Team Lead, or transition into Sales Consultant roles within the dealership's expansive network.