This role involves serving as the primary bridge between the dealership and our valued clients to ensure a premium ownership experience. It focuses on maintaining high satisfaction levels through proactive communication, meticulous feedback collection, and efficient resolution of customer concerns across sales and service touchpoints.
Key Responsibilities
- Conduct Post-Service Feedback (PSF) and Post-Sales Feedback calls within OEM-mandated timelines to gauge customer satisfaction.
- Manage and resolve customer grievances by coordinating with the workshop and sales departments to ensure a 'First Time Right' resolution.
- Maintain and update accurate customer records and interaction history in the Dealer Management System (DMS) and CRM software.
- Monitor and drive improvements in Customer Satisfaction Index (CSI) and Sales Satisfaction Index (SSI) scores as per OEM benchmarks.
- Handle inbound customer queries regarding service bookings, insurance renewals, and extended warranties.
- Generate daily and weekly MIS reports on complaint status, feedback trends, and pending resolutions for the management team.
- Assist in the execution of customer engagement activities, service camps, and new vehicle delivery ceremonies.
- Ensure all customer interactions adhere to the brand's professional etiquette and communication standards.
Requirements
- Any Graduate degree from a recognized university (B.A., B.Com, BBA, B.Sc).
- 1 to 3 years of experience in customer service, preferably within an automotive dealership or hospitality sector.
- Fluency in the local language and English is essential for effective communication.
- Proficiency in Microsoft Office, particularly Excel for data entry and reporting.
- Strong understanding of the automotive service lifecycle and basic vehicle terminology.
- Ability to work in a high-pressure environment with specific daily calling targets.
Preferred
- Previous experience working with OEM systems like MSIL, Hyundai, Tata, or Mahindra DMS.
- Certification in professional customer handling or soft skills training.
- Experience in handling high-value or HNI (High Net-worth Individual) customers.
Skills
Technical
CRM Software Management, Dealer Management System (DMS), Data Entry and MIS Reporting, Microsoft Office Suite
Soft Skills
Conflict Resolution, Empathetic Listening, Verbal and Written Communication, Patience and Resilience, Interpersonal Coordination
Qualifications
Education: Graduate in any discipline; Diploma in Hotel Management or PR is also acceptable.
Experience: 1-3 years in a customer-facing role within the Indian Automotive or Retail industry.
Certifications: OEM-specific CRM Training (Optional), Soft Skills Certification
Work Environment
Standard 6-day work week on-site at the dealership showroom or workshop office. Requires extended periods of phone-based communication and coordination with various internal departments.
Growth Opportunities
Successful candidates can progress to Senior Customer Relations Executive, CRM Manager, or transition into Service Advisory and Sales Consultant roles within the dealership network.