This role focuses on enhancing the post-service customer journey by maintaining proactive communication and ensuring high levels of satisfaction. The individual will act as a bridge between the service workshop and the customer to build long-term brand loyalty.
Key Responsibilities
- Conduct Post-Service Follow-up (PSF) calls within 48 hours of vehicle delivery to capture customer feedback.
- Manage the service booking diary by scheduling appointments and coordinating with the workshop floor for slot availability.
- Identify and escalate customer grievances or technical complaints to the Service Manager for immediate resolution.
- Update and maintain accurate customer records and feedback logs in the Dealer Management System (DMS).
- Reach out to customers for periodic service reminders, seasonal check-up camps, and insurance renewal notifications.
- Prepare daily and weekly reports on Customer Satisfaction Index (CSI) and calling productivity.
- Assist the CRM Manager in implementing OEM-driven customer engagement initiatives and loyalty programs.
Requirements
- Graduate degree in any stream (B.Com, B.A., B.Sc., or BBA).
- Excellent verbal communication skills in the local language and functional English.
- Basic proficiency in Microsoft Office, specifically Excel for data entry and reporting.
- Ability to handle customer rejection and complaints with a calm and professional demeanor.
- Willingness to work in a 6-day dealership environment.
- Strong telephonic etiquette and active listening skills.
Preferred
- Prior experience in a tele-calling or customer service role.
- Basic understanding of automotive service cycles and parts terminology.
- Residence located within a 10-15 km radius of the dealership.
Skills
Technical
Data Entry, DMS (Dealer Management System) navigation, Microsoft Excel, Tele-calling systems
Soft Skills
Empathy, Conflict Resolution, Patience, Persuasion, Time Management
Qualifications
Education: Graduate in any discipline (B.Com/BBA/B.A/B.Sc)
Experience: 0-1 years (Freshers are encouraged to apply)
Certifications: Basic Computer Course (preferred), Soft Skills Training (optional)
Work Environment
On-site at an authorized automotive dealership workshop. Standard working hours are 9:30 AM to 6:30 PM, 6 days a week.
Growth Opportunities
High-performing candidates can advance to Senior CRE, Service Advisor, or CRM Lead roles within the dealership network.