Bodyshop Relationship Manager

This role serves as the primary bridge between customers and the workshop during vehicle repair processes, ensuring a seamless experience. You will be responsible for managing insurance claims, updating clients on repair progress, and maintaining high customer satisfaction scores through transparent communication.

Key Responsibilities

• Manage the end-to-end customer journey for vehicle accidental repairs and bodywork.
• Liaise with insurance surveyors and surveyors to ensure timely claim approvals and documentation.
• Provide regular, proactive status updates to customers regarding repair timelines and delivery schedules.
• Explain technical repair requirements and estimation costs clearly to non-technical vehicle owners.
• Coordinate with the technical team to ensure quality standards are met before vehicle delivery.
• Resolve customer grievances related to body shop delays or billing discrepancies promptly.
• Maintain accurate records of all repair orders and insurance documentation within the Dealer Management System (DMS).

Requirements

• Minimum 3 years of experience in automotive bodyshop or service operations.
• In-depth knowledge of motor insurance claim processes and surveyor coordination.
• Strong proficiency in local language and English for effective communication.
• Hands-on experience with Dealer Management Systems (DMS) and MS Office suite.
• Valid two-wheeler or four-wheeler driving license.
• Ability to work in a high-pressure, target-driven service environment.

Preferred

• Prior experience in managing premium or luxury vehicle customer relations.
• Understanding of vehicle paint and structural repair processes.
• Existing network or rapport with major insurance company surveyors.

Skills

Technical

Insurance Claim Documentation, DMS Software Proficiency, Technical Estimation, Automotive Repair Workflow Knowledge, Data Reporting

Soft Skills

Conflict Resolution, Empathy and Customer Centricity, Negotiation Skills, Time Management, Professional Presentation

Qualifications

Education: Graduate in any stream or Diploma in Automobile/Mechanical Engineering.

Experience: 3-7 years in automotive service or insurance claims management.

Certifications: IRDA certification (preferred), Automotive Customer Service Excellence certification

Work Environment

On-site at a busy automotive workshop; typical working hours are 9:00 AM to 6:00 PM, 6 days a week with rotational off-days.

Growth Opportunities

Opportunity to advance to Bodyshop Manager or Service Manager roles; participation in OEM-led training programs and leadership development tracks within the group.