Customer Care Executive

Acts as the primary bridge between the dealership and its valued customers, ensuring every interaction reflects the brand's commitment to excellence. This role focuses on managing service bookings, addressing inquiries, and maintaining high levels of customer satisfaction through proactive communication and diligent follow-ups.

Key Responsibilities

• Handle inbound and outbound calls related to service bookings, test drive requests, and general product inquiries.

• Conduct Post-Service Feedback (PSF) and Post-Sales Feedback calls to gauge customer satisfaction and document feedback accurately.

• Maintain and update the Dealer Management System (DMS) with real-time customer details and interaction history.

• Resolve basic customer grievances promptly or escalate complex issues to the Customer Relations Manager according to established protocols.

• Coordinate with the workshop and sales teams to ensure timely follow-ups on customer requests and service reminders.

• Generate daily reports on call volumes, appointment conversion rates, and customer sentiment for management review.

• Assist in organizing dealership customer engagement events, clinics, and promotional activities.

Requirements

• Excellent verbal communication skills in English and the relevant local language.

• Basic proficiency in computer operations, specifically Microsoft Excel and Word for data entry.

• Ability to handle high-volume calling while maintaining a polite and professional telephone etiquette.

• Strong active listening skills and the ability to remain patient during difficult customer interactions.

• Minimum educational qualification of 12th Pass or any Graduate degree.

• Strong organizational skills with an attention to detail regarding data accuracy.

Preferred

• Previous experience in a BPO, call center, or automotive dealership environment.

• Familiarity with automotive Dealer Management Systems (DMS) like Autoline or SAP.

• Basic understanding of car/two-wheeler service cycles and terminology.

Skills

Technical

CRM Data Management, Microsoft Office Suite, DMS Navigation, Report Generation

Soft Skills

Active Listening, Empathy, Conflict Resolution, Time Management, Professional Etiquette

Qualifications

Education: 12th Pass / Graduate (B.A., B.Com, B.Sc, or BBA preferred)

Experience: 0-1 years (Freshers are highly encouraged to apply)

Certifications: Basic Computer Course (BCC) is a plus

Work Environment

Standard dealership office environment; 6 days a week (9:30 AM - 6:30 PM); On-site role requiring constant phone and computer interaction.

Growth Opportunities

Potential for promotion to Senior Customer Care Executive, Team Leader, or Customer Relations Manager (CRM) within the dealership network or OEM regional offices.