CUSTOMER RELATION EXECUTIVE

Focuses on delivering exceptional after-sales support by maintaining constant communication with vehicle owners to ensure high satisfaction levels. This role acts as the primary bridge between workshop operations and the customer to facilitate a seamless service experience through proactive engagement.

Key Responsibilities

• Conduct Service Reminder Calls (SRC) to schedule periodic maintenance appointments and ensure workshop load leveling.

• Perform Post-Service Feedback (PSF) calls within 48 hours of vehicle delivery to capture customer sentiment and resolve grievances.

• Manage the service reception area, welcoming customers and ensuring a smooth handover to Service Advisors.

• Maintain and update the Dealer Management System (DMS) with accurate customer contact details and vehicle history.

• Coordinate with the workshop team to provide real-time updates to customers regarding their vehicle's service status.

• Assist in organizing service camps, customer meets, and promotional events to drive dealership loyalty.

• Handle inbound telephonic queries regarding service estimates, parts availability, and appointment bookings.

• Monitor Customer Satisfaction Index (CSI) trends and report daily feedback to the Service Manager.

Requirements

• Graduate degree in any stream (B.A., B.Com, B.Sc, BBA) or equivalent Diploma.

• Fluency in the local language and functional proficiency in English.

• Basic computer literacy, specifically in MS Excel and email communication.

• Strong verbal communication skills and a polite telephonic manner.

• Ability to work in a fast-paced environment and handle customer pressure.

• High level of patience and emotional intelligence for conflict resolution.

Preferred

• Prior experience in a front-facing customer service role or BPO environment.

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

• Basic knowledge of car mechanical parts and service intervals.

• Residence within a 10-15 km radius of the dealership location.

Skills

Technical

MS Office (Excel, Word), CRM Software, Data Entry, DMS Navigation

Soft Skills

Telephone Etiquette, Active Listening, Conflict Resolution, Multi-tasking, Empathy

Qualifications

Education: Graduate/Diploma holder

Experience: 0-1 years (Freshers preferred)

Certifications: Customer Service Excellence certification (optional), OEM-specific CRM training (will be provided)

Work Environment

Professional on-site dealership workshop environment. Standard 6-day work week (9:30 AM - 6:30 PM).

Growth Opportunities

Potential to progress to Senior CRE, Service Advisor, or CRM Manager roles within the dealership or OEM regional offices.