This role is responsible for driving excellence in customer experience by overseeing the service feedback loop and resolving complex grievances. It ensures that every service interaction aligns with OEM standards and fosters long-term brand loyalty through proactive engagement and systematic follow-ups.
Key Responsibilities
- Lead and mentor a team of Customer Relationship Executives (CREs) to manage daily post-service follow-up (PSF) calls and data entry.
- Monitor and improve Customer Satisfaction Index (CSI) and Net Promoter Scores (NPS) in accordance with OEM benchmarks.
- Act as the primary point of contact for high-level service escalations, ensuring swift and satisfactory resolution for disgruntled clients.
- Analyze customer feedback trends and provide actionable insights to the Workshop Manager to improve technical service quality.
- Maintain and update the Dealer Management System (DMS) with accurate customer data, service history, and interaction notes.
- Coordinate with the OEM regional office to implement customer loyalty programs and service marketing campaigns.
- Oversee the service appointment booking process to ensure optimal workshop loading and minimal customer wait times.
- Organize and conduct customer meet-and-greet events or service camps to enhance community engagement.
Requirements
- 5-8 years of experience in customer relations specifically within an automotive service environment.
- Proven track record of managing and improving CSI/NPS scores for a reputed automobile dealership.
- Hands-on proficiency in Dealer Management Systems (DMS) and CRM software modules.
- Excellent verbal and written communication skills in English and the local regional language.
- Deep understanding of automotive workshop flow and service terminology.
- Strong conflict resolution skills with the ability to remain calm under pressure.
Preferred
- Experience working with premium or luxury automotive brands in the Indian market.
- Advanced Microsoft Excel skills for generating service performance and feedback reports.
- Previous experience leading a team of at least 5-10 customer service staff.
Skills
Technical
DMS Proficiency (SAP/Autoline/MSD)CRM Data ManagementMS Office SuiteAnalytical Reporting
Soft Skills
Conflict ResolutionEmpathetic CommunicationTeam LeadershipStakeholder ManagementCrisis Management
Qualifications
Education
Graduate in any discipline; MBA in Marketing, Operations, or PR is highly preferred.
Experience
5 to 8 years of relevant experience in Indian automotive dealership service departments.
Certifications
OEM-certified CRM/Service Advisor training, Customer Service Excellence Certification
What We Offer
- Performance-linked incentives based on CSI/NPS targets
- Provident Fund (PF) and ESI benefits
- Comprehensive health insurance for self and immediate family
- Annual festival bonus (Diwali/Year-end)
- OEM training and professional development opportunities
- Mobile phone reimbursement and travel allowance
Work Environment
This is a full-time, on-site role based at the dealership service center. The standard work week is 6 days, typically from 9:30 AM to 6:30 PM, including Saturdays.
Growth Opportunities
Successful candidates can progress to the role of Service Manager, General Manager (Service), or transition into Regional CRM roles within the OEM network.