This role focuses on enhancing the post-purchase experience and maintaining long-term relationships with vehicle owners. It involves bridging the communication gap between technical service teams and customers to ensure seamless resolution of concerns while upholding the brand's reputation for service excellence.
Key Responsibilities
- Manage end-to-end customer grievance redressal and escalation protocols within the dealership framework
- Monitor and analyze Customer Satisfaction Index (CSI) and Sales Satisfaction Index (SSI) scores to consistently meet OEM benchmarks
- Oversee the Post Service Feedback (PSF) process and ensure timely closing of all negative feedback loops within defined SLAs
- Coordinate with workshop and sales teams to resolve complex customer issues related to vehicle delivery, service quality, or spare parts availability
- Maintain and update the Dealer Management System (DMS) with accurate customer interaction history and contact details
- Lead customer engagement activities, service camps, and loyalty programs to drive repeat business and referrals
- Prepare comprehensive daily and monthly MIS reports on complaint trends, resolution times, and overall satisfaction metrics for management review
Requirements
- 5 to 8 years of dedicated experience in customer relations within the Indian automotive industry
- Proven track record of handling high-pressure customer escalations and conflict resolution
- Hands-on proficiency in using Dealer Management Systems (DMS) like Autoline, SAP, or MS CRM
- Excellent command over verbal and written English and Hindi
- Fluency in the local regional language of the specific territory
- Strong understanding of OEM standards, warranty policies, and service compliance
Preferred
- Previous experience working with premium or luxury automotive brands (e.g., Mercedes-Benz, BMW, Audi, or similar)
- Professional certification in Customer Relationship Management or Service Excellence
- Basic technical knowledge of vehicle components to effectively communicate service requirements to customers
Skills
Technical
DMS Operations, Advanced MS Excel, CRM Software, Data Analytics & Reporting, Service Level Agreement (SLA) Management
Soft Skills
Conflict Resolution, Empathy, Active Listening, Negotiation, Professional Etiquette
Qualifications
Education: Graduate in any discipline; MBA in Marketing or Operations preferred
Experience: 5-8 years in Automotive Customer Relations
Certifications: OEM-specific Customer Care Certification, Soft Skills Training Certification
Work Environment
On-site dealership environment; 6 days a week; standard shift timings (9:00 AM - 6:30 PM).
Growth Opportunities
Opportunity to transition into a Customer Relations Manager (CRM) role or Regional Head of Customer Experience within the dealership group network.