Customer Relationship Executive

This role serves as the primary liaison between the service department and vehicle owners to ensure exceptional post-service satisfaction and long-term brand loyalty. The focus is on managing the service communication lifecycle, from appointment scheduling to feedback collection and grievance redressal.

Key Responsibilities

• Conducting Post Service Feedback (PSF) calls within 48 hours of vehicle delivery to monitor customer satisfaction levels.

• Managing the Proactive Service Reminder (PSRI) process to ensure customers are notified of upcoming maintenance schedules and oil changes.

• Handling and documenting customer complaints, ensuring timely resolution by coordinating with the Workshop Manager and Service Advisors.

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

• Assisting in the implementation of service marketing campaigns, seasonal check-up camps, and loyalty program enrollments.

• Generating daily and weekly reports on customer satisfaction scores (CSI), retention rates, and pending complaints.

• Following up on 'lost' or 'dormant' customers to encourage workshop return through personalized offers and reminders.

• Ensuring all customer interactions adhere to the OEM-mandated service standard operating procedures (SOPs).

Requirements

• Graduate degree in any stream (B.A., B.Com, B.Sc, or BBA).

• 1-3 years of experience in a customer-facing role, preferably within an automotive dealership service department.

• Fluency in the local regional language and professional proficiency in English.

• Strong telephonic etiquette and the ability to handle difficult customers with patience.

• Basic proficiency in MS Excel for data entry and reporting.

• Highly organized with the ability to manage multiple follow-up schedules simultaneously.

Preferred

• Prior experience working with automotive CRM or Dealer Management Systems like Autoline, SAP, or MSIL-DMS.

• Basic understanding of automotive parts and service terminology.

• Previous experience in a tele-calling or BPO environment focused on retention.

Skills

Technical

CRM Software Management, Data Analysis & Reporting, MS Office Suite, DMS Operations

Soft Skills

Conflict Resolution, Active Listening, Empathy, Persuasive Communication, Patience

Qualifications

Education: Graduate in any discipline (B.Com/BBA preferred) or Diploma in Business Management.

Experience: 1 to 3 years in Customer Relationship Management or Service Operations.

Certifications: Soft Skills Training Certificate (Preferred), OEM-specific CRM Training (Advantageous)

Work Environment

On-site role at the dealership service center; standard 6-day work week (Monday to Saturday) with typical hours from 9:30 AM to 6:30 PM.

Growth Opportunities

High-performing executives can progress to Senior CRE, Team Leader - CRM, or transition into Service Advisor roles and eventually Service Management within the dealership group.