Customer Rekationship Executive

This role involves facilitating exceptional client interactions and ensuring high levels of satisfaction throughout the vehicle ownership lifecycle. It serves as the primary bridge between the dealership and the customer, focusing on proactive communication and prompt resolution of inquiries to maintain brand loyalty.

Key Responsibilities

• Conducting systematic post-sales and post-service follow-up calls to gauge customer satisfaction levels and gather feedback.

• Managing the end-to-end customer grievance redressal process in strict compliance with OEM standards and timelines.

• Maintaining and updating the Dealer Management System (DMS) with accurate customer profiles, contact details, and interaction history.

• Assisting in the coordination of customer loyalty programs, seasonal service camps, and new vehicle launch events.

• Monitoring Customer Satisfaction Index (CSI) scores and implementing departmental strategies to achieve monthly targets.

• Greeting walk-in customers and ensuring a professional hospitality experience within the showroom or workshop lounge.

• Collaborating with Sales and Service teams to ensure a seamless transition for customers across different touchpoints.

Requirements

• Excellent verbal and written communication skills in English and the local vernacular.

• Proficiency in Microsoft Office Suite, specifically Excel for data recording and reporting.

• Strong interpersonal skills with a demonstrated customer-centric mindset.

• Ability to handle high-pressure situations and difficult conversations with professional composure.

• Strict adherence to corporate grooming and behavioral standards.

• Willingness to work in a 6-day work week environment.

Preferred

• Prior internship or experience in a front-desk or customer service role within retail.

• Basic understanding of automotive dealership operations and terminology.

• Familiarity with CRM software or any standard Dealer Management System.

Skills

Technical

Data Entry Accuracy, CRM Navigation, Microsoft Excel, Telephonic Etiquette, Report Generation

Soft Skills

Conflict Resolution, Active Listening, Empathy, Patience, Time Management

Qualifications

Education: Bachelor’s Degree in any discipline (B.A., B.Com, BBA, or B.Sc.)

Experience: 0-1 years of experience in customer service, hospitality, or relationship management.

Certifications: Basic Computer Course (BCC) certification is advantageous

Work Environment

Standard dealership showroom/office environment. This is a full-time, on-site role with standard operating hours from 9:30 AM to 6:30 PM, six days a week.

Growth Opportunities

The organization provides a robust career progression framework, offering high-performing candidates the opportunity to advance to Senior Relationship Manager or CRM Lead positions within the regional network.