Focus on bridging the gap between the dealership and customers to ensure a seamless ownership experience. This entry-level role involves managing customer feedback, resolving grievances, and maintaining high standards of service excellence in line with OEM guidelines.
Key Responsibilities
- Conduct Post-Service Follow-up (PSF) and Post-Sales Follow-up calls to gather feedback on service quality and vehicle performance.
- Address and resolve customer grievances or escalate complex issues to the CRM Manager within defined internal SLAs.
- Maintain and update customer databases accurately in the Dealer Management System (DMS) for effective lifecycle management.
- Assist in tracking and improving the Customer Satisfaction Index (CSI) and Sales Satisfaction Index (SSI) scores as per OEM targets.
- Greet walk-in customers at the showroom or workshop and ensure they are directed to the appropriate department promptly.
- Coordinate with the sales and service teams to ensure all customer queries and requests are closed within the same business day.
- Support the marketing team in organizing customer engagement events, service clinics, and vehicle delivery ceremonies.
- Generate daily and weekly reports on customer feedback trends and complaint resolution status.
Requirements
- Excellent verbal and written communication skills in English and the local language.
- Basic proficiency in Microsoft Office, particularly Excel for data entry and reporting.
- Strong interpersonal skills with a patient and customer-first mindset.
- Ability to handle difficult conversations and remain professional under pressure.
- Strong organizational skills with the ability to multitask in a fast-paced environment.
- Willingness to work in a 6-day work week schedule common in the automotive industry.
Preferred
- Prior experience in a front-desk, tele-calling, or hospitality role.
- Basic understanding of automotive parts or service terminology.
- Familiarity with CRM software or Dealer Management Systems (DMS).
Skills
Technical
Data EntryCRM Software NavigationMicrosoft ExcelTele-calling EtiquetteReport Generation
Soft Skills
EmpathyActive ListeningConflict ResolutionTime ManagementProfessional Grooming
Qualifications
Education
Graduate in any stream (B.A., B.Com, B.Sc, BBA, etc.)
Experience
0-1 years (Freshers with excellent communication skills are encouraged to apply)
Certifications
OEM-specific CRM training (will be provided upon joining)
What We Offer
- Statutory benefits including Provident Fund (PF) and ESI
- Performance-based monthly incentives linked to CSI scores
- Annual festival bonus (Diwali/Annual)
- Comprehensive health insurance coverage for self
- Structured OEM-certified training and development programs
- Clear career progression path within the dealership's CRM and Sales departments
Work Environment
Standard dealership environment; 6 days per week; on-site role with 9:30 AM to 6:30 PM shift timings.
Growth Opportunities
Candidates can progress to Senior Customer Relation Executive, CRM Manager, or transition into Service Advisor roles within the dealership network.