This role serves as the primary point of contact for post-sales and service interactions, ensuring every customer receives a premium brand experience. It involves proactive engagement to collect feedback, address concerns, and maintain long-term loyalty through efficient grievance redressal within the dealership ecosystem.
Key Responsibilities
- Conduct Post-Service Follow-Up (PSFU) calls within 48 hours to gauge customer satisfaction and document feedback.
- Manage and resolve customer complaints by coordinating effectively with the Service and Sales departments for timely closure.
- Maintain and update the Dealer Management System (DMS) with accurate customer interaction logs and contact details.
- Monitor and report on Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) trends to the management.
- Handle inbound queries regarding service appointments, insurance renewals, and Annual Maintenance Contracts (AMC).
- Assist in organizing customer engagement activities such as service camps, new vehicle delivery ceremonies, and seasonal meets.
- Ensure the showroom or workshop lounge area meets brand standards for customer comfort and hospitality.
- Prepare weekly and monthly MIS reports on complaint status and customer feedback analysis.
Requirements
- Graduate degree in any discipline from a recognized Indian university.
- 1-3 years of experience in a customer-facing role, preferably within the automotive or hospitality sector.
- Fluency in the local regional language and professional proficiency in English.
- Basic understanding of automotive service cycles and spare parts terminology.
- Proficiency in MS Office, particularly Excel for data entry and reporting.
- Strong tele-calling etiquette and ability to handle irate customers calmly.
Preferred
- Prior experience working with an authorized OEM dealership (Maruti Suzuki, Hyundai, Tata Motors, etc.).
- Familiarity with Dealer Management Systems (DMS) like SAP, Autoline, or Oracle.
- Certification in Customer Relationship Management or Soft Skills training.
Skills
Technical
CRM Software Operation, Data Management, MS Office (Excel, Word), Reporting & Analytics
Soft Skills
Conflict Resolution, Active Listening, Empathy, Interpersonal Communication, Patience
Qualifications
Education: Graduate (B.A., B.Com, B.Sc, or BBA) or Diploma in Hotel Management
Experience: 1 to 3 years in Customer Relations or Front Office
Certifications: OEM Customer Care Certification (preferred), IRDA (optional, for insurance support)
Work Environment
Standard dealership environment; 6 days a week (9:30 AM - 6:30 PM); On-site role involving high customer interaction.
Growth Opportunities
Candidates can progress to Senior Customer Care Executive, CRM Team Leader, or move into Service Advising and Workshop Management roles within the dealership network.