CUSTOMER CARE EXECUTIVE

Act as the primary point of contact for service customers, ensuring a seamless experience from appointment booking to vehicle delivery. You will play a crucial role in maintaining high customer satisfaction scores and fostering long-term loyalty through effective communication and conflict resolution.

Key Responsibilities

• Manage inbound and outbound calls to schedule vehicle service appointments and follow up on pending repairs.
• Greet customers upon arrival at the dealership and facilitate the initial check-in process.
• Provide clear updates to customers regarding service status, estimated delivery times, and additional repair requirements.
• Maintain accurate records of customer interactions and service history within the Dealer Management System (DMS).
• Handle customer grievances professionally and escalate complex issues to the Service Manager when necessary.
• Coordinate with the workshop team to ensure customer vehicles are ready as per promised timelines.
• Collect customer feedback post-service and ensure compliance with OEM satisfaction protocols.

Requirements

• Excellent verbal and written communication skills in English and the local regional language.
• Proficiency in basic computer operations including MS Office and email correspondence.
• Ability to work in a fast-paced environment and handle high call volumes.
• Willingness to work a 6-day work week including weekends as per the roster.
• Strong empathetic approach to customer service and problem-solving.
• Valid two-wheeler or four-wheeler driving license.

Preferred

• Prior experience in customer support or front-desk operations in the automotive industry.
• Familiarity with CRM software or dealership management tools.
• Understanding of basic vehicle components and service terminology.

Skills

Technical

MS Office (Excel/Word), Dealer Management System (DMS) usage, Telephone etiquette, Customer Data Management

Soft Skills

Active listening, Patience and conflict resolution, Time management, Interpersonal skills, Professional demeanor

Qualifications

Education: Graduate in any stream or 12th pass with relevant experience.

Experience: 0-1 years of experience in customer service, hospitality, or front-desk roles.

Certifications: Basic computer proficiency certification is an added advantage.

Work Environment

On-site at the dealership service center, requiring presence on the workshop floor and customer lounge area. Working hours are typically 9:00 AM to 6:00 PM with one rotational off per week.

Growth Opportunities

Opportunity to transition into Service Advisor roles, CRM management, or leadership positions within the dealership network after completion of 18-24 months of consistent performance.