Acts as the primary point of contact for all walk-in customers and telephonic inquiries, ensuring a premium first-impression of the dealership. This multifaceted role bridges the gap between sales and service departments by coordinating appointments and managing customer flow effectively.
Key Responsibilities
- Greet all walk-in customers with a professional and welcoming demeanor, directing them to the appropriate sales or service personnel.
- Manage the dealership's central telephone system, handling inquiries and routing calls to the relevant departments accurately.
- Maintain the digital visitor log and update the Dealer Management System (DMS) with real-time lead and customer information.
- Assist the sales team in tracking 'Walk-in' to 'Test Drive' conversions and scheduling follow-up appointments.
- Coordinate with the service workshop to manage customer appointments and conduct Post Service Follow-up (PSF) calls to ensure satisfaction.
- Oversee the showroom floor aesthetics, ensuring brochures, refreshments, and display vehicles are maintained as per OEM standards.
- Handle initial customer grievances and escalate urgent issues to the Sales or Service Manager as required.
- Support the administration team with basic documentation, invoicing, and maintaining the dispatch register.
Requirements
- Excellent verbal communication skills in English, Hindi, and the local regional language.
- Pleasing personality with a professional grooming standard suitable for a corporate showroom.
- Basic proficiency in Microsoft Office (Excel, Word, and Outlook).
- Strong multitasking abilities to handle both physical visitors and telephonic queries simultaneously.
- Comfortable working in a 6-day work week environment with standard showroom timings.
- High level of patience and a customer-first mindset.
Preferred
- Prior experience in an automotive dealership or hospitality front desk.
- Familiarity with Dealer Management Systems (DMS) like Autoline, Rev8, or SAP.
- Valid IRDA certification or interest in learning about motor insurance.
Skills
Technical
Dealer Management System (DMS) Operations, Microsoft Office Suite, Tele-calling Etiquette, Data Entry Accuracy
Soft Skills
Interpersonal Communication, Conflict Resolution, Time Management, Active Listening
Qualifications
Education: Graduate in any stream (B.Com, B.A., BBA) or Diploma in Front Office/Hospitality Management
Experience: 0-3 years of experience in front office, reception, or customer service roles
Certifications: OEM Customer Handling Certification (Preferred), Soft Skills Training Certificate (Optional)
Work Environment
On-site at an authorized automotive showroom; requires standing and movement within the showroom floor. Standard 6-day work week (9 AM - 7 PM).
Growth Opportunities
Candidates can progress to Senior CRE, Team Leader - Customer Relations, or transition into specialized Sales Consultant or Service Advisor roles within the dealership network.