This role focuses on enhancing the customer experience by managing post-service interactions and ensuring high levels of satisfaction. It serves as a vital bridge between the workshop operations and the vehicle owners to build long-term brand loyalty.
Key Responsibilities
- Conduct Post-Service Follow-up (PSF) calls within 48-72 hours of vehicle delivery to capture customer feedback.
- Handle incoming service appointment bookings and manage the workshop loading calendar efficiently.
- Address and resolve customer grievances or concerns promptly by coordinating with the Service Manager and technical team.
- Maintain and update the Dealer Management System (DMS) with accurate customer contact details and feedback notes.
- Generate daily and monthly reports on Customer Satisfaction (CSAT) scores and Net Promoter Score (NPS) for management review.
- Inform customers about ongoing service campaigns, Annual Maintenance Contracts (AMC), and seasonal vehicle health check-up offers.
- Assist in the preparation of service-related documentation and ensure compliance with OEM customer handling standards.
Requirements
- Excellent verbal communication skills in the local language and functional English.
- Basic computer literacy, including proficiency in Microsoft Excel and email communication.
- Strong telephonic etiquette and the ability to maintain a polite and professional tone.
- Ability to handle difficult customers with patience, empathy, and a problem-solving mindset.
- High degree of punctuality and discipline in a fast-paced workshop environment.
Preferred
- Previous experience in a BPO, hospitality, or customer-facing retail role.
- Basic understanding of automotive parts and service terminology.
- Knowledge of any standard Dealer Management System (DMS) like Autoline or SAP.
Skills
Technical
Data Entry, Microsoft Office Suite, CRM Software Navigation, Report Generation
Soft Skills
Conflict Resolution, Active Listening, Persuasive Communication, Time Management
Qualifications
Education: Graduate in any stream (B.A., B.Com, B.Sc, BBA) or Diploma holder.
Experience: 0-1 years (Freshers with a passion for customer service are encouraged to apply).
Certifications: Basic Computer Course certification is preferred
Work Environment
On-site at an authorized dealership workshop; standard 6-day work week with shift timings typically between 9:00 AM and 6:30 PM.
Growth Opportunities
Potential to grow into a Senior CRE, Service Advisor, or Customer Relations Manager (CRM) within the dealership network or OEM corporate offices.
