This role focuses on nurturing long-term bonds with customers post-purchase to ensure high brand loyalty and repeat business. The objective is to serve as a dedicated point of contact for service coordination, feedback management, and value-added service promotion within the dealership ecosystem.
Key Responsibilities
- Conduct structured post-delivery follow-ups to ensure customer satisfaction with the vehicle purchase experience.
- Proactively manage service reminders and schedule periodic maintenance appointments to drive workshop retention.
- Address and resolve customer grievances by coordinating with workshop managers and sales teams to ensure timely closure.
- Promote and sell value-added products such as Extended Warranty, Annual Maintenance Contracts (AMC), and genuine accessories.
- Maintain and update the Dealer Management System (DMS) with accurate customer interactions and profile details.
- Analyze monthly Customer Satisfaction Index (CSI) reports and implement corrective actions to improve dealership ratings.
- Coordinate customer engagement activities including service camps, mileage rallies, and new product preview events.
- Monitor and report on competitor activities and customer feedback regarding market trends to the management.
Requirements
- Graduate degree in BBA, B.Com, or a related field from a recognized university.
- 1-3 years of experience in customer service, hospitality, or relationship management.
- Fluency in the local language and proficient verbal and written English communication.
- Hands-on experience with CRM software and basic Microsoft Office (Excel and Word).
- Strong conflict-resolution skills and the ability to handle high-pressure customer situations.
- Professional grooming and adherence to dealership dress codes.
Preferred
- Previous experience with a Tier-1 or Tier-2 Automotive OEM dealership.
- Familiarity with automotive Dealer Management Systems (DMS) like SAP, Autoline, or Oracle.
- Basic understanding of automotive technical terms and service intervals.
Skills
Technical
CRM Management, Data Analysis, Sales Pitching, Complaint Management Systems, Microsoft Excel
Soft Skills
Empathy, Active Listening, Persuasion, Time Management, Interpersonal Communication
Qualifications
Education: Graduate (B.Com / BBA / B.A.)
Experience: 1 to 3 years in Customer Relations or Front-end Sales
Certifications: OEM Customer Handling Certification (Optional), Soft Skills Training Certification
Work Environment
On-site at an authorized dealership showroom/workshop; 6 days a week (standard shift 10 AM - 7 PM).
Growth Opportunities
High-performing candidates can progress to Senior Relationship Manager or CRM Manager roles, with opportunities for OEM-level training and regional coordination roles.
