Customer Relation Executive

This role serves as the primary point of contact for prospective and existing customers, ensuring a seamless experience from the initial inquiry to the final delivery. The focus is on maintaining high service standards, managing lead documentation, and supporting the sales team in achieving customer satisfaction targets within a fast-paced dealership environment.

Key Responsibilities

• Manage and respond to walk-in inquiries and digital leads promptly to provide product information and schedule test drives.
• Maintain accurate and up-to-date records of all customer interactions in the Dealer Management System (DMS).
• Conduct follow-up calls with potential buyers to nurture leads and assist in the conversion process.
• Coordinate with the sales and finance teams to ensure all documentation for vehicle booking and delivery is completed accurately.
• Collect and analyze customer feedback post-visit or post-delivery to identify areas for service improvement.
• Assist in organizing showroom events, new vehicle launches, and customer engagement activities.
• Handle customer grievances professionally and escalate complex issues to the CRM Manager when necessary.
• Ensure the showroom floor and customer lounge meet the brand's premium hospitality standards at all times.

Requirements

• Completed Bachelor’s degree in any stream (B.A., B.Com, BBA, etc.) or a specialized Diploma.
• Excellent verbal and written communication skills in English and the local regional language.
• Basic proficiency in Microsoft Office Suite, particularly Excel and Outlook.
• Ability to work in a 6-day work week schedule including weekends.
• Professional grooming and a pleasant personality suitable for a front-end customer-facing role.
• Strong interpersonal skills with the ability to build rapport quickly with diverse walk-in customers.

Preferred

• Prior internship or 6 months of experience in a retail or hospitality customer service role.
• Familiarity with automotive brands and current market trends in the Indian car/two-wheeler industry.
• Basic understanding of CRM software or automotive Dealer Management Systems (DMS).

Skills

Technical

Data Entry & CRM Management, Microsoft Excel, Lead Management Systems, Basic Automotive Product Knowledge

Soft Skills

Active Listening, Conflict Resolution, Time Management, Persuasive Communication, Empathy

Qualifications

Education: Graduate in any discipline (B.Com/BBA/B.A/B.Sc) or Diploma in Hospitality/Management

Experience: 0-1 years of experience in customer service, retail, or sales support

Certifications: Soft Skills Certification (preferred), Digital Literacy Certificate

Work Environment

This is an on-site showroom position requiring presence during standard retail hours (10 AM - 7 PM). The role involves significant standing and movement within the dealership floor and interaction with a high volume of walk-in customers.

Growth Opportunities

Successful candidates can progress to Senior Customer Relation Executive, Team Leader - CRM, or transition into specialized Sales Consultant roles within 2-3 years based on performance and OEM certification levels.