This role involves bridging the gap between the workshop and the customer to ensure a seamless post-sales experience. The focus is on driving service retention through proactive communication and maintaining high standards of customer satisfaction as per OEM guidelines.
Key Responsibilities
- Manage the Post Service Follow-up (PSF) process to capture customer feedback and ensure service quality compliance.
- Monitor and improve the Customer Satisfaction Index (CSI) scores by addressing grievances and implementing corrective actions.
- Coordinate with the Service Advisors and Workshop Manager to provide timely updates to customers regarding vehicle status.
- Execute service reminder campaigns via calls, SMS, and WhatsApp to ensure high customer retention and workshop loading.
- Maintain and update the Dealer Management System (DMS) with accurate customer data and interaction history.
- Handle escalated customer complaints with empathy and ensure resolution within the defined Turnaround Time (TAT).
- Analyze monthly service trends and feedback reports to present actionable insights to the management team.
- Assist in the renewal of insurance and extended warranty policies for service customers.
Requirements
- Graduate degree in any discipline (B.Com, BBA, or B.A. preferred).
- 1 to 3 years of experience in a customer service or CRM role within an automotive dealership.
- Fluency in the local language and professional proficiency in English.
- Hands-on experience with Dealer Management Systems (DMS) like Autoline, SAP, or Oracle.
- Proficiency in Microsoft Excel for generating daily and monthly MIS reports.
- Excellent tele-calling etiquette and grievance handling skills.
Preferred
- Experience working with major OEMs such as Maruti Suzuki, Hyundai, Tata Motors, or Mahindra.
- Knowledge of basic automotive service terminologies and periodic maintenance schedules.
- Previous exposure to insurance renewal processes in a dealership setup.
Skills
Technical
CRM Software Proficiency, MIS Reporting, Data Management, MS Office Suite
Soft Skills
Conflict Resolution, Active Listening, Empathy, Interpersonal Communication, Time Management
Qualifications
Education: Graduate in any stream (BBA/B.Com preferred)
Experience: 1-3 years in Automotive CRM/Service
Certifications: OEM CRM Certification (preferred), Customer Handling Workshop Certificate
Work Environment
Standard dealership office environment; 6-day work week (Monday to Saturday); 9:30 AM to 6:30 PM shift timings; requires constant coordination with workshop staff.
Growth Opportunities
Candidates can progress to Senior CRM roles, Service Marketing Manager, or Regional CRM Coordinator within the dealer network or OEM corporate offices.