Service CRE

Key Responsibilities

• Manage inbound and outbound calls for service appointment bookings and reminders to ensure optimal workshop loading.

• Conduct Post Service Follow-up (PSF) calls within 48 hours of vehicle delivery to capture customer feedback and satisfaction scores.

• Handle customer grievances and escalations promptly, ensuring resolutions are documented in the Dealer Management System (DMS).

• Maintain and update an accurate customer database, tracking service history and upcoming maintenance requirements.

• Coordinate with Service Advisors and the Workshop Manager to provide customers with real-time updates on vehicle repair status.

• Promote value-added services, extended warranties, and annual maintenance contracts (AMC) to customers during interactions.

• Analyze Customer Satisfaction Index (CSI) trends and prepare weekly reports for the Service Manager.

• Assist in organizing service camps and customer engagement activities to drive footfall to the dealership.

Requirements

• 1 to 3 years of experience in customer service, preferably within an automotive dealership service center.

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

• Proficiency in using Dealer Management Systems (DMS) like Autoline, SAP, or MS Office (Excel & Word).

• Strong interpersonal skills with the ability to handle difficult customers and high-pressure situations.

• Understanding of basic automotive service terminology and routine maintenance schedules.

• Ability to work in a fast-paced environment with a high volume of daily telephonic interactions.

Preferred

• Prior experience working with authorized OEM workshops (Maruti Suzuki, Hyundai, Tata Motors, etc.).

• Certification in customer relationship management or professional communication.

• Knowledge of insurance renewal processes and claim coordination basics.

Skills

Technical

DMS Data Entry, CRM Software, Microsoft Excel Reporting, Tele-calling Etiquette, Automotive Service Knowledge

Soft Skills

Active Listening, Conflict Resolution, Empathy, Time Management, Persuasion

Qualifications

Education: Graduate in any stream (B.Com, BBA, B.A.) or Diploma in Automobile Engineering

Experience: 1-3 years in Automotive Service or Customer Relations

Certifications: OEM Customer Handling Certification (preferred), IRDA Certification (optional)

Work Environment

This is a full-time, on-site role based at the dealership service center, operating 6 days a week (Monday to Saturday) from 9:30 AM to 6:30 PM.

Growth Opportunities

High-performing CREs can transition into roles such as Senior CRE, Customer Relations Manager (CRM), or Service Advisor within the dealership network.