Customer Service Executive

Act as the primary point of contact for clients, ensuring their queries and concerns are addressed promptly while maintaining a high standard of service excellence. This role is pivotal in building long-term relationships and enhancing the overall brand reputation within the dealership network.

Key Responsibilities

• Handle inbound calls and walk-in queries regarding vehicle sales, service schedules, and spare parts availability.

• Proactively contact existing customers for service reminders, insurance renewals, and post-service feedback surveys.

• Maintain and update the Dealer Management System (DMS) with accurate customer data, interaction logs, and follow-up schedules.

• Coordinate closely with the workshop and sales teams to resolve customer grievances and ensure timely delivery of promised services.

• Assist customers with documentation for insurance claims, extended warranties, and vehicle registration processes.

• Monitor and report on Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) trends to the management.

• Manage the front-desk reception area to ensure a premium and welcoming experience for all showroom visitors.

Requirements

• Bachelor’s degree in any stream (B.A., B.Com, B.Sc., or BBA).

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

• Basic proficiency in Microsoft Office, particularly Excel and Word, for reporting purposes.

• Ability to handle high-pressure situations and difficult customers with patience and empathy.

• Strong interpersonal skills with a focus on building professional rapport.

• Willingness to work in a 6-day work week schedule as per dealership standards.

Preferred

• Prior experience in an automotive dealership, hospitality, or BPO sector.

• Familiarity with Automotive CRM software or Dealer Management Systems (DMS).

• Basic understanding of automotive terminology and vehicle service cycles.

Skills

Technical

CRM Navigation, Data Entry & Management, Telephony Systems, Microsoft Office Suite

Soft Skills

Active Listening, Conflict Resolution, Empathy, Time Management, Multi-tasking

Qualifications

Education: Graduate in any discipline (B.Com/BBA/B.A. preferred)

Experience: 0-3 years in customer-facing roles (Freshers with strong communication skills are encouraged to apply)

Certifications: Customer Service Excellence certification (optional), Soft Skills training certification (optional)

Work Environment

Professional on-site showroom or service center environment; standard 6-day work week applies.

Growth Opportunities

Opportunity to transition into Senior Customer Relations Executive, CRM Team Lead, or Customer Relations Manager roles within the OEM dealership network.